Hotel Operations Officer

Responsibilities:

• Sells and coordinates accommodations, transportation, tours and activities.
• Dealing with customer queries and complaints by providing exceptional customer care, first call resolution and the highest quality of customer service.
• Problem Solving with a process improvement mindset.
• Handling quotation requests from different channels:
• Emails (Online email system).
• Phone: Answering phone and call center, use positive telephone service techniques, act on special customer requests and maintain excellent client relations. o WhatsApp: Handling WhatsApp requests and quires.
• Answer customers questions accurately and provide appropriate additional information
• Capture accurate and legible documentation on all activity in the ticket system as required.
• Working with Multiple system (Internal, offline & online system).
• Working with offline and online vendors, communication with suppliers or hotel for customer enquires.
• Solve all the escalation raised by the customer.
• Monitor bookings for processing of reservations, special requests, amendments, and cancellations.
• Handling pending bookings.