Job Summary: Responsible for managing reservations, optimizing revenue, and ensuring customer satisfaction through proactive service and effective communication in a dynamic hotel environment. Key Highlights: 1. Revenue optimization and upselling 2. Focus on customer satisfaction 3. Dynamic management of hotel reservations We return in 2026! Octant Vila Monte reopens its doors to silence, light, and the emotion of being at home. Job Description Responsible for handling customer reservation requests while presenting all hotel offers/services. Main Responsibilities: * Determine the appropriate room type/services based on customer needs; * Actively listen to the customer; * Communicate assertively with the customer, always maintaining a positive, dynamic attitude and a smile; * Daily verification of reservations: profiles, segmentation, packages, stay dates, rates, billing instructions, and special requests; * Monitor hotel availability in the PMS; * Monitor rates on the website and OTAs; * Ensure nationality and country of residence are recorded for both in-house and future reservations; * Organize, manage, and process all received modification and cancellation requests; * Check availability based on occupancy; * Ensure maximum customer satisfaction; * Enter and confirm reservation data and details in the system; * Apply daily reservation procedures and SOPs; * Convert telephone calls and email information requests into reservations; * Maximize revenue by effectively utilizing revenue tools; * Promote upselling; * Thoroughly understand the various DHM group properties to promote cross-selling; * Assist in resolving issues and managing complaints; * Share information about regional tourist attractions as well as promote hotel experiences. Requirements: * High sense of responsibility and rigor \- Commitment; * Sales-oriented mindset; * Organized, precise, methodical, and detail-oriented; * Strong time management and deadline adherence skills; * Ability to work under pressure and respond promptly and assertively to immediate and urgent situations; * Strong analytical ability; * Good communication skills; * Customer-oriented mindset; * Dynamic and positive attitude; * Deep understanding of DHM’s DNA; * Familiarity with all DHM group properties; * Respect for the group’s philosophy and vision. * Daily familiarity with reservation SOPs; * Teamwork spirit and willingness to support colleagues; * Availability and flexibility regarding working hours. * Completed secondary education (12th grade) and professional training in Hospitality. * Minimum 2 years of professional experience in a similar role. * Fluency in native language and English*;* knowledge of an additional language is an advantage. * Computer skills: User-level Microsoft Office; OPERA or similar system
João Santos
Indeed · HR
João Santos
Indeed · HR
