Responsibilities:
I. Social Media Engagement and Sales Conversion
· Proactively monitor and promptly respond to all incoming messages, comments, mentions, and direct inquiries across designated social media platforms
· Engage with potential guests in a professional, friendly, and persuasive manner to understand their needs and guide them towards booking room accommodations
· Skillfully identify and capitalize on sales opportunities presented through social media interactions, aiming to convert all viable inquiries into confirmed reservations
· Provide compelling and accurate information about room types, rates, packages, promotions, and hotel amenities to encourage booking
· Utilize effective sales techniques, including upselling higher room categories or cross-selling additional hotel services (e.g., F&B, spa, excursions), to maximize revenue per guest
· Stay updated on hotel promotions, seasonal offerings, events, and competitor activities relevant to social media engagement
II. Reservation Management and Guest Service
· Process new room reservations, modifications, and cancellations accurately and efficiently through the hotel’s Property Management System (PMS)
· Verify guest details, special requests, and payment information with precision
· Ensure all reservation paperwork is completed correctly and securely, adhering to hotel policies and data privacy regulations
· Maintain comprehensive knowledge of hotel facilities, services, policies, and local attractions to provide comprehensive information and recommendations to guests
· Answer guest inquiries received via social media regarding existing bookings, hotel services, check-in/check-out procedures, and general information
· Coordinate special requests and arrangements with other hotel departments (e.g., Housekeeping, Concierge, F&B) to enhance the guest experience
· Handle and process payments, including credit card authorizations and cash transactions related to reservations, with utmost accuracy and security
III. Data Management and Reporting
· Maintain accurate and organized records of all social media interactions, inquiries, and conversions
· Track key performance indicators (KPIs) related to social media inquiries, conversion rates, and reservation volume from digital channels
· Prepare and contribute to daily, weekly, or monthly reports on social media performance, sales achievements, and guest feedback for the Front Office Supervisor
· Provide insights and suggestions for optimizing social media engagement strategies to improve conversion rates and guest satisfaction
IV. Conflict Resolution and Follow-up
· Listen empathetically to guest complaints or concerns encountered during the inquiry or booking process via social media
· Attempt to resolve issues promptly and efficiently within established guidelines, offering appropriate solutions or alternatives
· Escalate complex or unresolved issues to the Front Office Supervisor or General Manager for further assistance
Follow up with guests to ensure their satisfaction and to maintain positive relationships, encouraging future stays
Qualifications:
● Experience working in sales or public relations, preferably in the hospitality or travel industries.
● Customer-service experience.
● Excellent written and verbal communication skills.
● Multi-tasking and time-management skills, with the ability to prioritize tasks.
● Proficient in Microsoft Office Suite.
● Data entry experience.
● Flexible working hours.
Job Type: Full-time
Benefits:
- Free parking
- On-site parking
- Staff meals provided
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Baguio City, Benguet: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Where are you currently residing?