GUEST RELATIONS AND RESERVATION SPECIALIST

Are you an aspiring, creative self-starter willing to go the extra mile and assist where needed? Is your greatest interest excellent writing and customer service?

We are seeking a talented and enthusiastic person to fulfill the role of Guest Relations and Reservation Specialist.

The Guest Relations and Reservation Specialist will play a crucial role in ensuring a positive guest experience. This multi-functional role is responsible for the complete guest journey from pre-arrival through departure. The specialist will serve as the central point of guest contact and build relationships. The specialist will track all points of guest engagement and identify ways to improve customer service.

Responsibilities include selling the property and capturing sales, answering correspondence, coordinating reservation details, greeting guests, handling in-house guest requests, boutique sales, guest accounts, and activities to ensure guests’ overall comfort and satisfaction.

The ideal candidate is a skilled writer and communicator passionate about customer service. To excel in this role, you should be friendly, self-motivated, and have exceptional written and verbal communication skills with the ability to completely understand and be proactive in your approach.

Key Responsibilities

• Selling the property and providing information to prospective guests
• Respond efficiently and effectively to all correspondence received through all communication channels—phone, emails, Facebook, and ‘in person’—in a friendly and competent manner, screening and directing calls as necessary
• Coordinate details of each reservation accurately and efficiently
• Update guest accounts accurately and in a timely manner, ensuring all accounts are promptly settled
• Capture sales from incoming calls
• Inspecting bures for cleanliness, ambience, and service readiness
• Ensure smooth operation of guest movements, including meeting and farewelling guests
• Ensure maximum guest satisfaction through personal recognition, unprompted service, and prompt cordial attention from arrival and throughout the guests’ stay
• To be fully conversant about our facilities, bures, activities, meals, transfer arrangements, rates, and various options available to guests, keep up to date with changes, and respond to guests' queries appropriately and promptly
• Send pre-arrival and post-stay emails to guests, and follow-up emails to potential guests
• Ensure the boutique, front office, and reservations desk are clean and organised
• Promptly inform appropriate staff and departments of matters that concern them
• Oversee entertainment and attend cocktail hour
• Keep abreast of developments, rates, special offers, etc, within the industry
• Gathering, collaborating, and interpreting data
• Prepare reports and feedback
• Performing administrative duties such as filing, printing, and updating records
• Deal with a variety of variables to provide solutions.

Secondary Responsibilities

• Run errands
• Back up Childminding and Housekeeping in extraordinary circumstances
• Role may vary during natural disaster warnings, similar events, or an event disrupting normal resort operations.

Skills, Qualifications and Experience

• A minimum of 3 years of previous experience in a position requiring communication and customer service skills
• A Bachelor of Commerce in tourism, hospitality, business management, communications, or a related field is preferred
• Exceptional interpersonal skills and a customer-centered approach that is professional, friendly, and reassuring
• Accuracy and attention to detail
• Excellent writing skills
• Great organizational and time management abilities
• Superb collaboration and problem-solving skills
• Have a high sense of responsibility and confidence
• Motivated and enthusiastic to learn
• Ability to follow deadlines and fast-check information
• Proficiency in MS Office and data analysis skills
• Be able to use essential accounting functions accurately
• Be willing to work flexible times
• Work well independently and with others. 

This position offers a competitive starting salary, an island-based position with accommodation and meals provided. Days off arrangements are flexible.

All applications are treated in confidence. Please email your application letter, CV, copies of qualifications, references, passport-size photo, and personal details to: careers@navinifiji.com.fj

Successful persons will be required to produce a police clearance.