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rapidbounce

Hospitality Reservations Agent

FULL TIME

location_iconAthens, Greece

when_iconOngoing

info iconBasic information

Role Overview

The Hospitality Reservations Agent role is ideal for an articulate, energetic and enthusiastic professional with leadership flair and ability to provide outstanding level of guest service to the guests of rapidbounce’s accommodation partners located in various domestic and international destinations.

You should be passionate and flawless in any form of communication [e-mail or telephone] with the guests of our accommodation partners whereas you should present each property’s room types, facilities, services, location and layout in an astonishing manner. In addition, you should demonstrate issue-resolution attitude while you should be skillful in assisting and coaching the accommodation property owners.

You should be efficient, extremely-organized and adaptable in order to carry out your day-to-day tasks in a timely manner with limited need for supervision. You should be skilled at multitasking and be able to collaborate productively with the Hospitality Team Leader on a daily basis.

job description iconJob Description

Key Responsibilities

  • Substantial knowledge of property’s characteristics such as room types, facilities, services and location
  • Substantial knowledge of the selling status, rates, and benefits of all packages plans
  • Process reservations by e-mail, telephone and facsimile
  • Ability to sell our properties beyond shadow of doubt in any form of communication to potential guests
  • Ability to cross-sell additional services of our properties beyond shadow of doubt in any form of communication to potential guests
  • Constant availability update of all distribution channels via channel manager and track future room availability on the basis of reservations volume
  • Process advance reservation deposits
  • Prepare letters of confirmation and promptly processes any cancellations and modifications
  • Respond prompt, precise and efficient in any form of communication with guests, travel agents, and referral networks concerning new or existing reservations
  • Room allocation depending on reservation
  • Booking channels extranet management
  • Communication with booking channels e.g. Booking.com, Expedia.com, Hrs.com, Venere.com
  • Rates & Inventory Management
  • Answer and resolve first level hotel partner queries regarding booking channels, reservations and rates as well as availability issues
  • Manage the process of content and photo administration
  • Manage the process of contract and promotion administration
  • Responsible for the delivery of correct hotel information and pictures of newly registered hotels
  • Periodically health check of hotels’ statuses regarding the reservation system

Qualifications & Skills

  • Professional customer service skills: solutions mindset, helping nature, passion for the customer
  • Ability to handle difficult or irate customers effectively; ability to set expectations and deliver information in a positive way
  • Highly organized, team and goal oriented with a very strong focus on process, trends, and root cause analysis
  • A problem-solver who can make independent decisions on behalf of supplier relationship management
  • Strong time management skills with attention to detail
  • Be a fast learner and diplomatic
  • Maintain and promote excellent client relations by managing a prompt and accurate response to email and phone communications
  • Strong ability to multi-task while effectively communicating effectively and concisely
  • Maintain acceptable quality scores on all calls
  • Highly efficient internet and phone skills, MS Office programs and pc literate
  • Independently driven to learn new applications, technologies, and skills
  • Responds effectively under stressful situations and deadlines
  • Takes responsibility for his/her actions and is receptive to constructive criticism
  • Flexibility and willingness to assist where and when needed as directed by Manager
  • Understands others' roles and perspectives

Work Experience and Education Background

  • University level degree
  • Fluent proficiency & comprehension in English language
  • Certification in other languages would be considered as an asset
  • Travel industry background with customer service support experience is highly desirable
  • Previous experience in customer care position would be preferred

Remuneration Package

  • Full-time employment
  • Continuous development & personal growth
  • Innovative and young working environment
  • Excellent career opportunity
  • Insurance [public]: Full [Social Security Institute – ΙΚΑ]
job requirements iconBasic Requirements

dot_iconProfessional customer service skills: solutions mindset, helping nature, passion for the customer

good to have iconGood to have

dot_iconTravel industry background with customer service support experience is highly desirable