Reservation

Overview: As a Reservation Staff member in our villa management team, you will play a crucial role in ensuring seamless and efficient reservation processes for our luxury villa accommodations. You will be responsible for handling guest inquiries, managing reservations, and providing exceptional customer service to enhance the overall guest experience. This position requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced environment.

Key Responsibilities:

1. Reservation Management: Handle all aspects of the reservation process, including inquiries, bookings, modifications, and cancellations.
2. Guest Communication: Respond promptly and professionally to guest inquiries via phone, email, and in-person interactions, providing accurate information about villa availability, rates, policies, and amenities.
3. Booking Coordination: Coordinate reservations with other departments, such as housekeeping and maintenance, to ensure villa readiness and guest satisfaction.
4. Payment Processing: Collect payments, process transactions, and maintain accurate records of reservations and financial transactions.
5. Upselling and Promotion: Identify opportunities to upsell additional services, packages, or upgrades to enhance the guest experience and increase revenue.
6. Inventory Management: Monitor villa availability and update reservation systems accordingly to maximize occupancy and revenue.
7. Customer Service: Provide personalized assistance and support to guests throughout their stay, addressing any concerns or special requests promptly and professionally.
8. Collaboration: Collaborate closely with other team members, including housekeeping, maintenance, and front desk staff, to ensure smooth operations and guest satisfaction.
9. Administrative Tasks: Perform various administrative duties, such as maintaining reservation records, preparing reports, and assisting with inventory management.
10. Quality Assurance: Conduct regular audits of reservation data and guest feedback to identify areas for improvement and implement quality assurance measures.

Qualifications:

• Previous experience in hospitality, hotel management, or a related field is preferred.
• Excellent communication skills, both verbal and written, with fluency in multiple languages being advantageous.
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize tasks effectively.
• Must have a thorough understanding of OTA (Online Travel Agency) platforms, particularly Airbnb, including navigating the platform, managing listings, processing bookings effectively, and maximizing visibility and revenue through the platform.
• Customer-focused mindset with a passion for delivering exceptional service and creating memorable guest experiences.
• Flexibility to work varied shifts, including evenings, weekends, and holidays, as required.

Education and Training:

• High school diploma or equivalent required; additional education or certification in hospitality management or a related field is a plus.
• On-the-job training will be provided to familiarize the candidate with specific villa management systems and procedures.