Job Summary:

The Guest Service Officer - Reservations is responsible for supporting the efficient operations of the reservations department, ensuring alignment with Hyatt International's Corporate Strategies and brand standards. This role focuses on maximizing room yield through effective inventory control while delivering exceptional customer service.

Responsibilities:

• Assist the Director of Reservations in managing day-to-day operations of the reservations department.
• Process room reservations accurately and efficiently through various channels, including phone, email, and online platforms.
• Collaborate with the Sales and Marketing teams to implement pricing strategies and promotional campaigns.
• Maintain up-to-date knowledge of hotel offerings, promotions, and local attractions to effectively assist guests.
• Monitor inventory levels and adjust availability to maximize revenue and occupancy rates.
• Handle guest inquiries and complaints in a courteous and professional manner, ensuring satisfaction.
• Assist in training and mentoring new reservations staff to uphold service standards.
• Prepare reports on reservations, occupancy, and revenue to assist management in decision-making.
• Ensure compliance with company policies and procedures regarding reservations and guest data privacy.
• Participate in departmental meetings and contribute ideas for process improvements and guest service enhancements.
• Support cross-departmental collaboration to ensure seamless guest experiences from booking to check-in.

Requirements:

• Strong organizational and multitasking skills with attention to detail.
• Excellent communication and interpersonal skills to effectively interact with guests and team members.
• Proficiency in reservations systems and Microsoft Office Suite; experience with hotel management software is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Problem-solving mindset with the ability to handle difficult situations calmly and efficiently.

Level of Education:

• University degree or diploma in Hospitality or Tourism Management is preferred.

Work Hours:

• Full-time position with flexibility, including weekends and holidays.

Experience in Months:

• Minimum 24 months of experience as a Reservations Agent or Assistant in a larger operation, preferably in the hospitality industry.