Booking & Guest Services Officer

The Booking & Guest Services Officer plays a vital role in ensuring smooth guest interactions and efficient booking management within the operations team. This position involves handling reservations, guest inquiries, and front desk duties while maintaining excellent communication with both guests and internal teams. The role requires working in a dynamic environment with rotational day and night shifts, supporting multiple operational functions to deliver a seamless guest experience.

Key Responsibilities:
- Manage guest bookings, reservations, and inquiries primarily through phone calls and WhatsApp, ensuring timely and accurate responses.
- Address customer queries, resolve complaints, and confirm bookings to maintain high levels of guest satisfaction.
- Perform front desk and reception duties, including assisting guests with check-in and check-out procedures.
- Coordinate effectively with various branches, housekeeping, and other relevant departments to ensure smooth operations.
- Maintain precise booking records and ensure proper handover between shifts to support continuity.
- Adapt to rotational shifts and undertake multiple operational roles as required to meet business needs.

Required Qualifications:
- Minimum education level of Intermediate; a Bachelor’s degree is preferred.
- Strong communication skills, both verbal and written, to interact professionally with guests and team members.
- Proficiency in computer applications relevant to booking and guest management.
- Ability to multitask efficiently and work flexible rotational shifts, including day and night schedules.

Preferred Qualifications and Benefits:
- Previous experience in customer service or the hospitality industry is advantageous.
- The role requires in-person attendance at the designated work location, fostering direct engagement with guests and colleagues.

This position offers an opportunity to develop skills in guest services and operations within a fast-paced environment, contributing directly to the overall guest experience and operational success.