Grand Hotel Sofia, an iconic symbol of the luxury hotel business in Bulgaria for more than 20 years, is expanding its team. Our hotel management team dedicates itself to providing a secure and enjoyable work environment, one that promotes honesty, mutual respect, personal growth, career advancement and observation of the business ethics rules. We are looking for dynamic and self-motivated individuals, people who relish a challenge and ultimately take pride in what they do.

We are looking for a Reservations Agent to join our team. The Reservations Agent will play a pivotal role in ensuring guest satisfaction by booking guest requests to secure rooms with the property management system promptly, courteously, and accurately to maximize hotel revenues. The Reservations agent will focus on optimizing each guest’s experience by promoting hotel services, facilities, and outlets and providing information on upcoming events/functions in the hotel and surrounding areas.

Responsibilities:

• Manage telephone and email inquiries promptly and professionally, following company standards, and ensuring accuracy and attention to detail.
• Ensure the best selection for the guest and ensure revenue through up-selling.
• Use of PMS for operation with reservation requests, entering rooming lists, and updating accurate information in the system.
• Working with CRM to improve customer service relationships assisting in customer retention and driving sales growth.
• Respond to any challenges in accommodating rooming requests by communicating with the appropriate individuals or departments.
• Set up proper billing accounts according to accounting policies.
• Ensure bookings are guaranteed and no-show charges/late cancellation charges are applied where appropriate.

Requirements:

• Excellent command of Bulgarian and English, both written and spoken. Fluency in other languages will be considered an advantage.
• Advanced telephone skills: freely speak with others using the right tone and clear and professional language.
• Strong analytical skills with attention to detail. Demonstrate understanding of key business indicators and competitive trends.
• Conflict mitigation and resolution.
• Ability to work under pressure and in a multi-tasking environment to balance priorities.
• Experience with Opera PMS will be considered an advantage.
• Willingness and eagerness to learn.
• Strong self-organizing abilities.

Terms of Employment:

• Permanent contract;
• Competitive package;
• Opportunity to join a team of great professionals (like you);
• Dynamic and friendly work environment.

If you are interested in joining our team, send us your motivation letter and CV in English. Only short-listed candidates will be contacted. All applications will be treated with strict confidentiality.