As the first point of contact for many of our guests, you will be responsible for creating an exceptional and personalized experience from the moment of inquiry. The ideal candidate will possess a passion for luxury hospitality, strong attention to detail, and a proactive, sales-oriented mindset
Key responsibilities:
- Manage reservations & maximize revenue:
- Handle all booking inquiries and requests via phone, email, and online systems, ensuring high accuracy and efficiency.
- Proactively upsell and cross-sell hotel services and packages to maximize occupancy and room rates.
- Maintain a deep and current knowledge of all hotel facilities, amenities, room types, rates, packages, and ongoing promotions
- Deliver exceptional service: Provide a consistently outstanding guest experience to all callers by being informed, helpful, and courteous.
- Process transactions: Accurately process payments, modifications, and cancellations, and ensure that all reservation information is recorded correctly in the Property Management System (PMS - Opera).
- Communicate effectively: Maintain clear and consistent communication with other departments, such as the front desk and sales, to ensure seamless operations and guest satisfaction.
Candidate Profile:
- Experience: proven experience in a customer service or reservations role, preferably within a luxury or 5-star hotel environment
- Languages proficiency is a must: Uzbek, English, Russian
- Hotel PMS (Opera) knowledge is highly preferred
- Sales acumen: Possess a strong sales orientation and the ability to convert inquiries into confirmed business.
- Detail-oriented: Meticulous attention to detail and a high level of accuracy in managing guest data