Job Description
Company Introduction
Our client is an international operator in the hospitality industry.
Job Responsibilities and Duties
- Support and supervise the reservations team in daily operations, ensuring the efficient handling of booking enquiries, cancellations, no-shows and special requests;
- Monitor reservation systems, verify payments and invoices, and ensure booking policies and procedures are consistently followed;
- Coordinate daily shift activities, allocate tasks and ensure the smooth running of reservation operations;
- Act as a main point of contact for team members, guests, corporate clients and online travel agencies (OTAs), handling complex enquiries and guest feedback;
- Assist with onboarding new employees, providing training, guidance and constructive feedback to support their professional development;
- Review reservation reports and forecasts, identifying trends and opportunities to improve operational efficiency and service quality;
- Ensure a professional and welcoming guest experience across all communication channels;
- Participate in departmental projects, recruitment interviews and initiatives aimed at improving team performance and development.
Experience
- A completed qualification or professional training in Hospitality, Hotel Management or a related field;
- Previous experience in hotel reservations or guest services, ideally within a supervisory or team leadership position;
- Strong understanding of hotel reservation procedures, booking policies and guest service standards;
- Previous experience coordinating daily operations and supporting the development of team members;
- Proficiency in Microsoft Office applications and Property Management Systems (PMS);
- Fluent German and good written and spoken English.
Personal Skills
- Excellent organisational and time management skills, with the ability to prioritise tasks and manage daily operations effectively;
- Strong leadership skills, with the ability to motivate, guide and support team members;
- Excellent communication and interpersonal skills, with a professional, friendly and guest-focused approach;
- Strong analytical and problem-solving abilities, with excellent attention to detail;
- Ability to handle challenging situations, guest complaints and complex enquiries professionally;
- Proactive and adaptable, with the ability to work efficiently in a fast-paced hospitality environment;
- Team-oriented, with a willingness to share knowledge and contribute to continuous improvement.