At The Johnstown Estate, we excel in providing warm, authentic welcomes and striving for polished service, guest comfort, and excellence in every aspect of our work. Our core values of PASSION, CUSTOMER FOCUS, TEAMWORK, and INTEGRITY are consistently at the forefront of our minds as we genuinely care about our guests' experiences and are committed to being the best in all that we do.
We are also dedicated to training and developing our team members, ensuring their journey with us inspires them daily.
Duties and Responsibilities:
* Respond promptly and professionally to guest inquiries via phone, online channels, or email, providing information on room availability, rates, amenities, and hotel policies.
* Assist guests in making room reservations, checking availability, and securing bookings using our reservation system.
* Offer additional services or room upgrades to enhance the guest's experience and increase revenue during the reservation process.
* Handle changes, cancellations, and modifications to reservations based on guest requests or changes in availability.
* Coordinate and manage group bookings and special event reservations, ensuring all group requirements are met.
* Process guest payments for room reservations, ensuring accuracy and adherence to our payment policies.
* Send confirmation emails or letters to guests with their reservation details and any additional information needed for their stay.
* BUILD POSITIVE RELATIONSHIPS WITH GUESTS BY PROVIDING EXCEPTIONAL CUSTOMER SERVICE AND ADDRESSING ANY CONCERNS OR ISSUES RELATED TO THEIR RESERVATIONS.
* Monitor and manage room inventory to ensure hotel availability and avoid overbooking.
* Collaborate with other departments, such as housekeeping and front office, to ensure a smooth check-in process for arriving guests.
* Maintain accurate and organized records of reservations, guest information, and payment details.
* Work towards achieving sales targets and revenue goals set by hotel management.
Requirements for the Role:
* Strong customer service and communication skills to interact with guests professionally and assist with reservations.
* Meticulous attention to detail to accurately handle guest information, reservation dates, and payment processing.
* Familiarity with reservation software, booking platforms, and basic computer applications.
* The ability to upsell and promote additional services to guests, maximizing revenue opportunities.
* The capability to handle multiple inquiries and reservations simultaneously, prioritizing tasks effectively.
* Strong problem-solving skills to address reservation changes, cancellations, and guest inquiries.
* Willingness to work collaboratively with other hotel staff to ensure guest satisfaction and smooth operations.
* Effective time management skills to respond to inquiries promptly and manage reservations efficiently.
* Flexibility to work various shifts, including evenings, weekends, and holidays, as the position may require.