Customer Experience Executive (Central Reservations)

Role Overview

Customer Experience Executive (Central Reservations) at Palazzo Versace Dubai. This role manages guest communications and reservations through call centre, room reservations, and dining reservations channels.

Role Purpose

Manage guest communications and reservations to ensure prompt, professional, and personalized service that enhances guest satisfaction and maximizes revenue opportunities.

Key Responsibilities

Guest Communications

• Handle inbound and outbound calls professionally and efficiently.
• Provide detailed information regarding hotel facilities, services, promotions, and events.
• Maintain high standards of customer service and guest engagement.

Reservations Management

• Manage hotel room reservations, amendments, cancellations, and guest inquiries.
• Coordinate dining reservations and maintain accurate booking records.
• Update reservation systems accurately and maintain proper documentation.

Guest Support & Issue Resolution

• Ensure all guest requests and special requirements are communicated to relevant departments.
• Resolve guest concerns and escalate issues where necessary.

Revenue Optimization

• Support upselling initiatives to maximize room and dining revenue.

Compliance & Standards

• Ensure compliance with hotel policies, procedures, and service standards.