Reservations & Customer Support Representative

About the role

The Reservations & Customer Support Representative will provide centralized, 24/7 reservations and customer support for the client's international hotel portfolio, currently covering approximately 96 hotels, with potential expansion to up to 250 properties. The role will support guests across the customer journey, including hotel reservations, pre-stay enquiries, loyalty-related concerns, and general customer assistance. Support will be provided through multiple channels, including voice, email, live chat, WhatsApp, and social media. The role requires strong customer service skills, attention to detail, and the ability to communicate effectively with guests from different countries and cultural backgrounds.

Key responsibilities

• Handle hotel reservations, modifications, cancellations, and general booking enquiries.
• Respond to pre-stay enquiries, including hotel facilities, policies, services, and guest requests.
• Assist with loyalty program-related enquiries and other guest concerns.
• Provide consistent and professional customer support across voice and digital channels.
• Manage customer interactions through email, live chat, WhatsApp, and social media.
• Accurately capture and update guest and reservation information in the relevant systems.
• Coordinate with hotels and internal teams when enquiries require further assistance or escalation.
• Follow established SOPs, service standards, escalation procedures, and data privacy requirements.
• Maintain a high level of professionalism and empathy when handling guest concerns.
• Ensure accurate and timely responses while meeting agreed quality, productivity, and customer satisfaction targets.

About you

• Excellent verbal and written communication skills
• Strong customer service and hospitality mindset
• Good listening and problem-solving skills
• Ability to handle multiple customer interactions and channels
• Strong attention to detail, particularly when handling reservations and guest information
• Ability to work effectively in a fast-paced, multicultural environment
• Willingness to work on shifting schedules, including weekends and holidays
• Ability to learn and navigate multiple hotel, reservation, and customer support systems
• Strong sense of ownership and commitment to delivering a positive guest experience
• Experience in hotel reservations, hospitality, travel, BPO, contact center, or customer service is preferred