Reservations Call Centre Agent at Newmark Hotels

Minimum Requirements

• Strong attention to detail and a commitment to quality
• Excellent written and verbal communication skills
• Energetic, friendly, and professional demeanour
• Positive attitude with a passion for customer service
• Previous experience in the hospitality industry is preferred
• Familiarity with Opera PMS is an advantage
• Demonstrated ability to adapt in a fast-paced, multitasking environment
• Strong problem-solving skills and the ability to think quickly on your feet
• Capable of working both independently and collaboratively within a team
• Previous call centre experience is a plus

Duties and Responsibilities

• Respond to reservation inquiries via telephone and email in a courteous, efficient, and professional manner, adhering to departmental standards.
• Accurately create and manage reservations across all properties in our portfolio, including preparation of rate proposals.
• Maintain detailed and up-to-date records of guest profiles, bookings, payments, and relevant operational notes.
• Proactively upsell accommodation types and special packages where appropriate to drive revenue.
• Support the administration of the reservations department by maintaining efficient systems and processes.
• Follow up on quotations promptly to convert leads into confirmed bookings.
• Resolve guest concerns where possible, using sound judgment and escalating issues to management when necessary.
• Establish and communicate rates within authorized guidelines.
• Continuously update your knowledge of all products, packages, and specials to assist with guest inquiries and bookings across other outlets.
• Coordinate guest requests such as transfers, dinner bookings, and other special services by liaising with relevant departments or external partners.
• Report system issues, rate discrepancies, and overbookings to the Reservations Supervisor.
• Ensure optimal use of the Property Management System (PMS) and maintain up-to-date knowledge of room types and availability.
• Process and track invoices, credit card payments, and ensure all payments are correctly posted to the corresponding booking.
• Complete and update internal worksheets and checklists daily.
• Ensure all reservations are captured accurately and in line with standard operating procedures.
• Respond to all emails within the required turnaround time.
• Attend training sessions as required to maintain high standards of performance.
• Perform all tasks in compliance with applicable quality standards and departmental operating procedures.
• Complete the daily call centre checklist to ensure operational efficiency.