Customer Service Excellence – Providing friendly and professional assistance to guests.
Communication Skills – Clear verbal and written communication with customers and colleagues.
Attention to Detail – Ensuring reservation details are entered accurately.
Organization Skills – Managing multiple bookings and requests efficiently.
Computer Proficiency – Using reservation systems, email, and office software.
Time Management – Handling tasks promptly and meeting deadlines.
Problem-Solving Skills – Resolving booking issues, changes, and customer concerns.
Sales and Upselling Skills – Promoting room upgrades, packages, or additional services.
Multitasking Ability – Managing calls, emails, and reservations simultaneously.
Teamwork – Coordinating with front office, sales, housekeeping, and other departments.
Key Performance Indicators (KPIs)
Reservation accuracy rate
Customer satisfaction score
Response time to inquiries
Conversion rate of inquiries to bookings
Upselling revenue
Number of booking errors or complaints