Reservations & Communications Officer

Sunset Hospitality Group is a leading multinational lifestyle hospitality group, with a wide portfolio encompassing Hotels & Resorts, Restaurants, Beach Clubs, Nightclubs, Fitness Centers, and more.

SHG operates over 81 venues and with presence in 22 countries with a commitment to deliver authentic & diverse hospitality experiences that bring people together, all around the world.

We are seeking a passionate and detail-oriented Reservations & Communications Officer to join our dynamic team.

Job Purpose:

The role will efficiently handle guest and customer inquiries while maximizing revenue opportunities by managing reservations effectively.

Day to Day Responsibilities:

• Handle room reservations promptly and accurately through various channels, including phone, email, and online booking systems.
• Maintain accurate and up-to-date records of all reservations, including guest preferences and special requests.
• Manage group bookings, special requests, and VIP reservations, ensuring personalized service and attention to detail.
• Deliver excellent customer service while ensuring productivity, efficiency, and accuracy in booking and handling reservations.
• Assist with revenue management efforts by ensuring proper room allocation, monitoring occupancy levels, and suggesting adjustments to room rates based on demand and seasonality.
• Handle incoming calls and reservations inquiries with professionalism and a friendly demeanor.
• Process reservations efficiently and accurately using our reservation system.
• Upsell and promote hotel packages and amenities to maximize guest experience.
• Respond to guest inquiries via phone and email in a timely and courteous manner.
Maintain accurate records of reservations and guest information

Responsibilities:

• At least 1-2 years of experience in a similar role within the hospitality industry, preferably in a luxury hotel setting (not mandatory).
• Proficiency in English, including a strong understanding of grammar, composition, and vocabulary.
• Excellent communication and interpersonal skills.
• Basic computer skills, with prior experience in Opera software preferred.
• Customer-focused with a positive attitude and a welcoming demeanour
• Ability to perform well under pressure.
• High energy level with a positive outlook.
• A willingness to go above and beyond to meet guest expectations.
• A genuine passion for customer service and hospitality.