Reservation and Listing Specialist at CDL Human Resource

The Customer Service Specialist will oversee all guest interactions for short term property units, ensuring an exceptional customer experience from booking to check-out. This role involves addressing inquiries, resolving issues, and maintaining positive guest relations to enhance our reputation and ensure repeat business.

Reporting Line:

• Reports to: Head of Operations Manager.
• Works closely with: Marketing, Housekeeping, and Maintenance teams

Key Responsibilities:

Guest Communication:

• Respond promptly to booking inquiries and reservation requests via phone, email, or booking platforms.
• Handle pre-arrival communications to confirm details and ensure a smooth check-in experience.
• Provide clear instructions for self-check-in procedures or coordinate meet-and-greets when necessary.

Guest Support During Stay:

• Address guest complaints or issues (e.g., maintenance, amenities) swiftly and professionally.
• Coordinate with housekeeping and maintenance teams to resolve issues.
• Offer personalized recommendations or support to enhance the guest experience.

Review and Feedback Management:

• Monitor and respond to guest reviews on booking platforms.
• Work closely with the reservation team to handle negative reviews by applying the established playbook processes (e.g., reporting issues, offering incentives).
• Collect and analyze guest feedback to suggest improvements to management.

Booking and Reservation Management:

• Update availability calendars and manage reservations to avoid double-bookings.
• Support the marketing team in optimizing unit listings and pricing strategies.

Operational Coordination:

• Liaise with housekeeping and operations teams to ensure units are prepared to the highest standards.
• Manage inventory inquiries and collaborate on stock-keeping, including toiletries and other amenities.

Problem-Solving and Crisis Management:

• Handle emergencies, including guest relocations (if necessary), in collaboration with the operations team.
• Assist in resolving any conflicts or disputes professionally and in accordance with company policies.

Requirements

Qualifications:

• Bachelor’s degree in Hospitality, Business, or a related field preferred.
• Previous experience in customer service, hospitality, or Airbnb/ Booking.com management.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
•  Proficiency in CRM software and booking platforms (e.g., Airbnb, Booking.com).
• Ability to multitask and prioritize in a fast-paced environment.