Guest Relations & Reservations Agent

Sodeco Suites

Guest Relations:

• Greet guests warmly upon arrival and ensure a smooth check-in experience.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Assist in arranging special services for guests (transportation, restaurant reservations, excursions, etc.).
• Follow up on guest feedback and take corrective actions when necessary.
• Promote hotel services and facilities.
• Maintain an updated record of guest preferences and VIP profiles.
• Monitor guest satisfaction scores and contribute to improvement plans. Especially OTA and google reviews scores.
• Assist in the preparation and follow-up of guest correspondence (emails, welcome letters).
• Prepare and distribute VIP and OTA arrival reports and amenity lists.
• Maintain confidentiality of guest information and ensure high standards of service.
• Coordinate with all departments (Housekeeping, F&B, Maintenance) to ensure guest needs and expectations are met.

Reservations:

• Handle individual, group, and corporate reservations.
• Input and update reservations accurately in Protel.
• Verify room availability, rates, and special offers according to hotel policies.
• Confirm, modify, or cancel reservations as per guest or company requests.
• Follow up on confirmations, rooming list and booking correspondence.
• Coordinate closely with Front Office, sales, and Housekeeping regarding arrivals, room allocations, and special arrangements.
• Prepare daily reservation reports and assist in forecasting occupancy.