Customer Care Center - Executive

PURPOSE OF THE ROLE:

To handle all rooms, restaurant, and events reservations, including related inquiries on rates, packages, and promotions received via calls, emails, chat, and web. Ensure timely, accurate, and customer-focused responses to maximize revenue and guest satisfaction.

KEY RESPONSIBILITIES

• Reservations Handling

• Process reservations from multiple channels (calls, emails, chat, web) accurately in PMS, CRS, or CRM systems.

• Manage reservation amendments and cancellations promptly, ensuring system updates.

• Respond to inquiries and confirmations in a timely and professional manner.

• Issue confirmation letters, maintain reservation traces, and file correspondence.

• Guest Interaction & Sales

• Answer calls using correct salutations and telephone etiquette.

• Identify guest needs through effective questioning and recommend suitable options.

• Describe rooms, restaurants, facilities, and services with enthusiasm and product knowledge.

• Promote special packages, seasonal offers, and holiday promotions.

• Offer alternative dates when preferred dates are unavailable.

• Clearly explain guarantee, deposit, and cancellation policies.

• Record and accommodate special requests in the system.

• Update guest profiles to support personalized service.

• System Use & Coordination

• Ensure accurate reservation entries and billing arrangements (LPOs, direct billing, deposits).

• Add notes and flags to inform other departments of guest preferences.

• Stay updated on room availability, restricted dates, packages, and promotions.

• Relay accurate information on transportation or special arrival requests.

• Knowledge & Compliance

• Maintain knowledge of hotel facilities, services, operating hours, and room layouts.

• Comply with departmental policies and procedures.

• Stay proficient in all operating systems.

• Keep workstation clean and stocked with supplies.

• Guest Satisfaction & Problem Resolution

• Handle reservation-related complaints using standard procedures.

• Escalate issues when necessary and follow up for timely resolution.

EXPERIENCE

• Computer literate; knowledge of Opera and Amadeus is an advantage.

• Arabic language skills are an advantage.

QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.

SKILLS

• Strong communication skills (verbal, listening, questioning, and telephone).

• Ability to work effectively with diverse groups and under pressure.

• Well-organized, customer-focused, and willing to learn.

• Team player with a positive attitude.