Reservation & Guest Relations Executive

The Reservation & Guest Relations Executive plays a pivotal role in delivering exceptional and unforgettable experiences for our guests, providing a warm and welcoming atmosphere through exemplary customer service skills, sales techniques, and meticulous attention to detail. The role aims to consistently exceed established benchmarks, including service quality, conversion rates, customer satisfaction targets, and other performance metrics. The role also involves managing relationships with B2B partners and suppliers, ensuring partnerships are nurtured and maintained at a high level to provide guests with a seamless and exceptional experience from booking to the actual stay. Reservation & Guest Relations: Manage reservations, OTA channels, and guest communications end-to-end, from booking through pre-arrival, stay, and post-stay, ensuring SLA-compliant service and accurate operational records. On-ground Guest Service: Be the face-to-face point of contact for guests throughout their stay, handling check-in/out, access, orientation, on-site issue resolution, complaints, and feedback while upholding the OTOLO Homes brand standard. Job Scope: B2C Guest Reservations • Manage the end-to-end reservations process across all guest touchpoints, ensuring accuracy, efficiency, and a personalized experience. • Adapt service to guest needs, including VIP, high-value, family, and other guest segments. • Manage requests promptly and maintain required service level agreements (SLAs). • Provide assistance throughout the guest journey, from booking through post-stay. B2B Partner & Supplier Coordination • Foster strong relationships with B2B partners and suppliers to streamline reservation processes and ensure efficient collaboration. • Facilitate smooth booking procedures and promptly address reservation-related inquiries and operational challenges. • Maintain required SLAs and ensure seamless service from booking to fulfillment. Reservations & Booking Systems • Manage hotel room and experience bookings through the reservation system. • Manage reservations across Airbnb, Booking.com, direct bookings, and other OTA platforms, ensuring accurate availability, pricing, and inventory. • Maintain PMS and channel synchronization across Lodgify, Xnet, YI.com, LPOs, and other relevant systems, including booking uploads, cancellations, and amendments. • Ensure guest details are accurately updated in CRM and booking systems, including Travelbox and Client POS. • Process payments and credit card transactions accurately and securely. • Handle DCT data uploading. Pre-Arrival & Operational Coordination • Manage the complete pre-arrival process, including guest verification, check-in forms, contact and vehicle details, security deposits, check-in instructions, tickets, and vouchers. • Coordinate with internal departments and external service providers to ensure seamless service delivery. • Maintain operational trackers and shift handovers, including reservations, security deposits, cleaning, service requests, OTA claims, refunds, compensation, and Lost & Found. Guest Communications & Service • Handle guest communications through WhatsApp, email, calls, Airbnb, and Booking.com, maintaining the required 15-minute response SLA. • Coordinate guest requests with housekeeping, maintenance, ground operations, security, and other services. • Manage booking changes, cancellations, relocations, refunds, special requests, complaints, and service recovery. • Manage guest add-ons, including early check-in, late check-out, mid-stay cleaning, tickets, vouchers, and other guest requirements. Complaint Handling & Resolution • Handle guest complaints and feedback, ensuring timely and satisfactory resolution. • Escalate complaints and feedback as required to minimize reputational, financial, operational, and legal risks. • Support root-cause investigations with relevant departments. • Record complaints, feedback, incidents, and resolutions accurately and securely. • Monitor guest satisfaction and OTA reviews, respond to reviews, obtain feedback, and escalate recurring service issues to management. Security Deposits, Refunds & Claims • Manage security deposits, refunds, damages, and OTA claims, ensuring trackers are updated and outstanding cases are followed through to closure. Face-to-Face Guest Service • Deliver professional face-to-face guest service throughout the guest journey and maintain the OTOLO Homes brand standard. • Conduct physical guest check-ins and check-outs where required. • Manage apartment access, including keys, access cards, smart locks, and parking permits. • Provide apartment orientation and community information to arriving guests. On-Site Issue Resolution • Respond promptly to guest requests, complaints, emergencies, and service recovery situations. • Coordinate with housekeeping, maintenance, reservations, and inspectors to resolve guest issues. • Support guest relocations arising from operational issues or emergencies. • Conduct apartment visits for VIP guests, long stays, and special service requests. Compliance & Records • Verify guest identity where required and ensure compliance with company and regulatory requirements. • Maintain accurate reservation records, guest interactions, incidents, complaints, and resolutions. • Ensure compliance with company policies and OTA standards. Team Collaboration • Support a positive working environment by assisting colleagues and actively participating in constructive team meetings. • Undertake additional duties as directed by management, demonstrating adaptability and commitment to team success. Education Requirements Essential • Bachelor’s degree or equivalent and/or certification in Tourism, Hospitality Management, or Sales. • Experience in hospitality, tourism, travel, tour operations, hotel reservations, or a related guest-facing environment. • Experience working as a Concierge Agent or Reservation in a role with relevant transferable skills in a fast-paced environment. • Proven ability to meet and exceed performance metrics. Desirable: • Degree or certification in Tourism, Hospitality Management and Sales. • Hotel reservations experience, DMC, Travel Agent or Tour Operator • Demonstrated confidence and enthusiasm in previous roles. • Strong attention to detail and accuracy in tasks. • Previous experience in sales. Skills Requirements Essential • Ability to establish and maintain rapport with guests. • Proficient computer and system skills. • Exceptional interpersonal, verbal, and written communication skills, with the ability to convert inquiries into sales. • Strong empathy, problem-solving, and decision-making skills. • Proven ability to achieve individual and team targets. • Fluency in Arabic, including reading, writing, and speaking, is mandatory.

Essential: Bachelor’s degree or equivalent and/or certification in Tourism, Hospitality Management, or Sales. Experience in hospitality, tourism, travel, tour operations, hotel reservations, or a related guest-facing environment. Experience working as a Concierge Agent or Reservation in a role with relevant transferable skills in a fast-paced environment. Proven ability to meet and exceed performance metrics. Skills Requirements - Essential: Ability to establish and maintain rapport with guests. Proficient computer and system skills. Exceptional interpersonal, verbal, and written communication skills, with the ability to convert inquiries into sales. Strong empathy, problem-solving, and decision-making skills. Proven ability to achieve individual and team targets. Fluency in Arabic, including reading, writing, and speaking, is mandatory.

Manage reservations, OTA channels, and guest communications end-to-end, from booking through pre-arrival, stay, and post-stay; handle on-ground guest service, including check-in/out, access, orientation, on-site issue resolution, complaints, and feedback; manage end-to-end reservations across guest touchpoints with focus on VIP, high-value, family segments; foster relationships with B2B partners and suppliers; manage hotel room and experience bookings across Airbnb, Booking.com, direct bookings, and other OTAs; maintain PMS and channel synchronization; ensure guest details are accurately updated in CRM; process payments and DCT data uploading; coordinate pre-arrival, inter-departmental, and external service providers; handle guest communications via WhatsApp, email, calls, and OTA platforms with a 15-minute response SLA; manage cancellations, refunds, and service recovery; handle security deposits, refunds, damages, and OTA claims; conduct face-to-face guest service and on-site check-ins/outs; respond to guest requests, emergencies, and service recovery; support root-cause investigations and maintain accurate records; ensure compliance with policies and OTC standards.