Customer Experience Executive – Central Reservations

About the role

The Customer Experience Executive will be the primary point of contact for guests contacting the hotel’s central reservations centre. You will handle phone enquiries, manage room and dining bookings, and ensure each interaction reflects the brand’s high standards of service and professionalism.

Key responsibilities

• Answer inbound and make outbound calls with a courteous and efficient manner.
• Process hotel room reservations, amendments, cancellations, and respond to guest inquiries.
• Coordinate dining reservations and keep booking records accurate and up‑to‑date.
• Provide detailed information on hotel facilities, services, promotions, and events.
• Communicate guest special requests to relevant departments.
• Maintain high standards of customer service and guest engagement.
• Resolve guest concerns promptly and escalate issues when necessary.
• Update reservation systems accurately and keep proper documentation.
• Support upselling initiatives to maximise room and dining revenue.
• Ensure compliance with hotel policies, procedures and service standards.

Required profile

• Diploma or degree in Hospitality Management, Business Administration or a related field (preferred).
• Minimum of 1 year experience in hospitality reservations, customer service or call‑centre operations.
• Excellent verbal and written communication skills in English.
• Ability to work under pressure and manage multiple tasks effectively.

Required skills

• Opera PMS (reservation system).
• Microsoft Office applications.