Guest Experience Specialist

9 hours ago

Athens, Attica, Greece beBeeReservations Full time

The role of Reservations and Guest Relations Manager is critical in ensuring a seamless experience for all guests across Vision Hotels properties. This includes managing guest reservations, communication, and interactions with various hotel departments.

The position operates on a 7-day schedule, with two shifts on weekdays and a single shift on weekends to cater to the diverse needs of our guests.

Key Responsibilities

  • Handle guest inquiries through phone, email, and online booking platforms in a timely and professional manner.
  • Process room reservations and provide accurate information on availability, rates, and promotions to enhance customer satisfaction.
  • Coordinate with housekeeping and front office teams to ensure efficient room allocation.
  • Manage direct reservation payments and confirmations while adhering to hotel policies.
  • Prepare and send B2B and group offers to increase revenue and occupancy.
  • Update and maintain reservations in the Property Management System (PMS) to ensure accuracy and efficiency.
  • Promote upselling and cross-selling opportunities to maximize room revenue.
  • Handle cancellations and modifications according to hotel guidelines to minimize losses.
  • Provide detailed information on hotel facilities, services, and special offers to enhance the guest experience.
  • Respond promptly and professionally to guest inquiries, complaints, and special requests to maintain a positive reputation.
  • Ensure timely delivery of reservation confirmations and pre-arrival details to avoid misunderstandings.
  • Track guest preferences to offer personalized service and improve repeat business.
  • Maintain compliance with data protection laws and secure sensitive guest information.
  • Adhere to cancellation, no-show, and refund policies as per hotel standards.

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