The newly formed Reservations & Customer Experience Manager is responsible for managing all guest reservations, communication, and experience-related interactions across all Vision Hotels properties. This includes handling inquiries, processing bookings and payments, room allocation, guest messaging, and responding to guest reviews.

The department will operate 7 days a week with two daily shifts on weekdays, and a single shift on weekends

Key Responsibilities

• Handle guest inquiries via phone, email, and online booking platforms.
• Process room reservations and provide accurate details about availability, rates, and promotions.
• Handle room allocation in coordination with housekeeping and front office
• Process all direct reservation payments and confirmations
• Prepare and send B2B and group offers
• Update and manage reservations in the Property Management System (PMS).
• Coordinate with other departments (front office, housekeeping, sales) to ensure smooth guest arrivals
• Promote upselling and cross-selling to increase room revenue.
• Handle cancellations and modifications as per hotel policies.
• Provide detailed information on hotel facilities, services, and special offers.
• Respond professionally to guest inquiries, complaints, and special requests.
• Ensure guests receive reservation confirmations and pre-arrival details.
• Track guest preferences to enhance personalized service for repeat visitors.
• Follow hotel policies and standard operating procedures (SOPs).
• Ensure compliance with data protection laws and secure guest information.
• Adhere to cancellation, no-show, and refund policies as per hotel guidelines.
• Coordinate with the night shift of the Front Office at Vision Omonia for after-hours urgent matters