Reservations / CRM Agent

• Provide planning and booking services, including answering guest inquiries, making travel arrangements, and booking rooms and transfers.
• Analyze guest and travel agent needs through various communication channels and recommend suitable options.
• Ensure reservations are confirmed promptly and efficiently.
• Manage incoming calls and inquiries with professionalism, providing solutions in line with international service standards.
• Collaborate with the sales team on daily administrative tasks and assist in generating sales reports.
• Develop and implement a CRM strategy to retain existing guests, enhance brand loyalty, and promote the company’s offerings.
• Create and distribute engaging newsletters, promotions, and communications to repeat guests and travel agents.
• Collect and analyze guest data to continuously improve CRM strategies and guest engagement.
• Ensure all written communication to guests (emails, follow-ups, etc.) is clear, timely, and reflects the company’s service standards.

Qualifications

• Minimum 2 years' experience in a similar role (reservations, CRM, or sales) at a 5-star luxury hotel/resort.
• Proficient in Opera PMS, CRM software, and MS Office.
• Advanced written and spoken English. Fluency in other languages will be an advantage.
• Outstanding guest service, communication, and interpersonal skills.
• Excellent telephone skills with the ability to upsell.
• Strong multi-tasking, time management, and prioritization skills.
• Ability to handle sensitive matters with discretion and professionalism.
• Pleasant personality, excellent grooming, and ability to work long hours.
• Ability to remain calm, courteous, and focused under pressure.
• Flexible with working hours.