Overview of the Role 🔍
In this role, you will deliver personalised booking experiences by understanding guests’ needs, managing reservations and providing attentive pre-arrival service. You will also drive revenue through tailored upselling and cross-selling opportunities.
Key Responsibilities 📋
- Personalised Stay Design: Takes the time to understand each guest's expectations, preferences and travel motivations, then shapes a stay around them by recommending the right room, amenities, dining and activities, so that every detail feels considered by the time they arrive.
- Booking Management: Turn enquiries into confirmed bookings across our brands and markets, mainly by phone, email and digital channels.
- Customer Service (B2C): Be the guest’s dedicated contact from the first interaction up to their arrival. Keep every exchange clear, prompt and personal, in line with our service standards.
- Incremental Revenue: Generates additional revenue by up-selling higher room categories and meal plans, and cross-selling experiences and activities, matching each recommendation to the guest's profile and occasion.
Ideal Candidate Profile 🎯
- Qualifications: HSC or a relevant certificate in Hospitality, Tourism, Sales or a related field is preferred.
- Experience: Previous experience in reservations, customer service or sales, preferably in hospitality.
- Hospitality Knowledge: Good understanding of hotel products, room categories, meal plans, guest experiences and reservation procedures is an advantage.
- Customer Service Skills: Strong interpersonal and communication skills, with the ability to understand guest needs and deliver personalised service.
- Sales Skills: Sales-oriented mindset with the ability to identify upselling and cross-selling opportunities.
- Technical & Organisational Skills: Comfortable using reservation systems, CRM tools and digital communication channels, with strong attention to detail, accuracy, problem-solving skills and the ability to manage multiple enquiries efficiently.
What's in it for you? 🎁
- Medical Insurance – Benefit from medical coverage, for you and your dependent(s), with 50% company contribution.
- 24Hrs Personal Accident Cover – Up to Rs 100,000 cover for accidents, 24/7.
- Pension Scheme – Enjoy a pension plan with company contributions for your future.
- Company Doctor Services – Free on-site medical consultations for your health needs.
- Company Van: Enjoy added convenience with our transportation arrangements, making your journey to and from work a little easier.
- Performance Bonus – Earn a bonus for your hard work.
- Exclusive Employee Discounts – Benefit from a wide range of discounts with MyExperience Mobile App.
- Wedding & Newborn Gifts – Celebrate major life events with special company gifts.
- Instant Leave Benefits – Earn 1 annual and 1 sick leave monthly from day one.
- Birthday Leave – Celebrate your Birthday with 1 additional day on top of your entitled local leave.
- Career Growth & Internal Mobility – Find diverse career and internal mobility options within our various clusters and ER Group companies.
- Learning & Development – Grow with training and development opportunities through our Training Academy.
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