Job Summary: Act as the first point of contact, providing personalized assistance and professional support to prospective guests, ensuring compliance with brand standards. Key Highlights: 1. Prior experience in hotel reservations and customer service 2. Ability to multitask and manage time effectively 3. Customer satisfaction focus and upselling sales skills **Mission:** Serve as the first point of contact for prospective guests, delivering personalized assistance, providing accurate information, and offering professional support in accordance with brand standards. **Job Responsibilities:** Process reservation requests, modifications, and cancellations received via telephone or e\-mail; Identify guest needs and recommend the most suitable room types and options; Verify availability, room types, and rates in both systems (Opera / Empower); Accurately enter, update, and access reservation data in the system; Clearly explain guarantee requirements, rate inclusions, and hotel policies to guests; Record and accommodate special requests or preferences; Provide guests with detailed information about property facilities, services, and accommodation options; Adhere to all company policies and ensure every guest is welcomed according to brand standards; Sincerely thank guests and ensure a positive experience; Communicate\-clearly, professionally, and courteously with guests and colleagues; answer telephone calls following appropriate etiquette guidelines; Maintain positive working relationships and support the team in achieving departmental goals. **Requirements:** Strong attention to detail and accuracy in data entry; Ability to handle multiple tasks simultaneously and manage time effectively in a dynamic environment; Knowledge of PMS systems; Understanding of rate structures, market segments, and distribution channels (GDS, OTA, direct, etc.); Strong customer service and hospitality orientation; Problem-solving ability; Team-oriented mindset with a proactive attitude; Sales-oriented mindset, focused on upselling opportunities; Commitment to brand standards and guest satisfaction. Ability to handle confidential information discreetly; Flexibility to work rotating shifts, weekends, and holidays, as required; Residence in the Algarve region. **Education/Professional Experience:** Completion of 12th grade (Mandatory); Professional training in Hospitality (Preferred); Minimum of 1 year’s prior experience in similar roles (Mandatory). **Language Skills:** Excellent communication skills in Portuguese and English (Mandatory). Additional languages are an asset. Would you like to join the Reservations Department team at Pine Cliffs Resort? Submit your application!
João Santos
Indeed · HR
João Santos
Indeed · HR
