Call Center

About the role

This is a Guest Communication and Reservations role within a hotel environment. You will handle incoming calls from hotel guests and external customers, manage room reservations, address guest complaints, and coordinate with hotel departments to ensure excellent guest service. You will be responsible for providing accurate information about hotel facilities, services, and policies, while maintaining professional communication at all times.

Key responsibilities

• Answer incoming calls from hotel guests and external customers in a professional and friendly manner
• Provide accurate information about hotel facilities, room types, rates, services, promotions, and hotel policies
• Handle room reservations through telephone and other communication channels, including checking availability, providing rates, and creating, modifying, and cancelling reservations
• Confirm reservation details with guests and ensure all information is correctly recorded in the system
• Receive and handle guest complaints professionally and calmly, providing initial assistance and escalating serious issues to supervisors
• Coordinate with Front Office, Housekeeping, Maintenance, Food & Beverage, Security, and other departments regarding guest requests
• Follow up on guest requests such as room cleaning, maintenance problems, extra amenities, wake-up calls, and transportation
• Record guest calls, requests, complaints, and follow-up details accurately in the hotel system
• Maintain confidentiality of guest information
• Prepare daily or monthly call and service reports as required

About you

• High School Diploma, Vocational Certificate, Diploma, or Bachelor's Degree
• Experience in Hotel Call Center, Front Office, Guest Service, Reservations, or Customer Service is preferred
• Good communication and interpersonal skills
• Service-minded, friendly, patient, and able to work well under pressure
• Good problem-solving and coordination skills
• Able to communicate professionally with guests
• Basic computer skills and ability to use hotel reservation/PMS systems
• Good command of English, especially in speaking and listening
• Able to work shifts, weekends, and public holidays as required