Reservation & Guest Relation Manager
13 hours ago
The newly formed Reservations & Customer Experience Manager is responsible for managing all guest reservations, communication, and experience-related interactions across all Vision Hotels properties. This includes handling inquiries, processing bookings and payments, room allocation, guest messaging, and responding to guest reviews.
The department will operate 7 days a week with two daily shifts on weekdays, and a single shift on weekends
Key Responsibilities
- Handle guest inquiries via phone, email, and online booking platforms.
- Process room reservations and provide accurate details about availability, rates, and promotions.
- Handle room allocation in coordination with housekeeping and front office
- Process all direct reservation payments and confirmations
- Prepare and send B2B and group offers
- Update and manage reservations in the Property Management System (PMS).
- Coordinate with other departments (front office, housekeeping, sales) to ensure smooth guest arrivals
- Promote upselling and cross-selling to increase room revenue.
- Handle cancellations and modifications as per hotel policies.
- Provide detailed information on hotel facilities, services, and special offers.
- Respond professionally to guest inquiries, complaints, and special requests.
- Ensure guests receive reservation confirmations and pre-arrival details.
- Track guest preferences to enhance personalized service for repeat visitors.
- Follow hotel policies and standard operating procedures (SOPs).
- Ensure compliance with data protection laws and secure guest information.
- Adhere to cancellation, no-show, and refund policies as per hotel guidelines.
- Coordinate with the night shift of the Front Office at Vision Omonia for after-hours urgent matters
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