Customer Experience Specialist

6 days ago


Wellington, Wellington, New Zealand Novotel Wollongong Northbeach Full time
About Us

At Novotel Wellington, we're committed to delivering exceptional experiences for our guests. Our team is passionate about providing world-class service and ensuring every stay is memorable.

Job Summary

We're seeking a proactive and motivated Reservations Agent to join our team. As a key member of our front desk operations, you'll be responsible for processing hotel reservations, upselling rooms, and promoting additional services to maximize revenue opportunities.

Key Responsibilities
  • Handle incoming reservation inquiries via phone, email, and online platforms
  • Assist guests with booking accommodations, answering questions, and providing information about our hotel's amenities and services
  • Process reservations accurately and efficiently using our reservation system
  • Maximise room occupancy and revenue by upselling rooms and promoting additional services
  • Coordinate with other hotel departments to ensure guest requests and preferences are accommodated
  • Resolve any booking issues or concerns promptly and courteously
  • Maintain accurate records of reservations and guest interactions
Requirements
  • Previous Front Office or Reservations experience is essential
  • Prior use of Opera cloud & TARS Database or similar PMS is preferred
  • Excellent written and spoken English communication skills
  • Ability to work under pressure while maintaining a high level of service and attention to detail
  • Proactive selling approach with excellent time management skills
  • A great personality, innovation, and a 'can do' attitude are crucial for success


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