Reservation Officer

Responsibilities:

1.    Customer Service:

• Provide customer service to the Business Development team and premium guests across all communication channels, including email, phone, and face-to-face interactions. Ensure all inquiries and requests are handled professionally, promptly, and with a focus on quality and satisfaction.
• Maintain a high level of product knowledge to assist guests with detailed information about cruise itineraries, onboard experiences, and other services.
• Respond efficiently and accurately to members, explaining possible solutions and ensuring that clients feel supported and valued.
• Assist guest with check-in at the cruise centre.

2.    Booking and Allotments:

• Manage booking processes and cabin allotments.
• Ensure accurate and efficient handling of reservations and related inquiries.

3.    Issue Resolution:

• Handle complex and escalated issues with professionalism and empathy.
• Liaise with other departments to resolve members’ issues and ensure a seamless experience.
• Track and verify daily bookings received from the B2M channel

4.    Training and Development:

• Participate in ongoing training programs to stay updated on company policies, products, and services.
• Take part in training and other learning opportunities to expand knowledge of the company and position.
• Share best practices and assist in training new team members.

5.    Internal Communication:

• Ensure to follow all processes which enhance and streamline communication between internal and external customers.
• Maintain complete knowledge of departmental policies, procedures, and service standards.

6.    Adhoc Duties:

• Perform any relevant adhoc duties as assigned by management.

Qualifications and Experience

• Preferably with reservation, customer service, or administrative experience.
• Proficiency with Microsoft Office including Excel, Word and Outlook.
• Required to work on weekends and public holidays, based on operational needs.
• A target-driven attitude.