Customer Service & Guest Reservation Representative
About the job
Role Overview
We are looking for a customer-focused Reservations & Guest Services Agent to manage guest enquiries, bookings, amendments and cancellations while providing accurate information and a high standard of service.
The role combines hospitality knowledge, customer care and opportunities to support booking conversion and upselling.
Duties
What Does Day-to-Day Look Like?
- Handle calls and written enquiries professionally and efficiently.
- Manage reservations, amendments and cancellations.
- Advise guests on rooms, packages, facilities, policies and services.
- Recommend suitable options and identify natural upselling opportunities.
- Resolve queries and escalate complex or sensitive matters when required.
- Maintain accurate reservations, guest records and notes.
- Work with hotels and internal teams to ensure smooth service delivery.
- Use the Limited Edition knowledge base to provide accurate information.
Qualifications
Requirements
- Previous experience in customer service, reservations, hospitality or a similar role.
- Excellent verbal and written communication skills.
- Strong attention to detail and organisational skills.
- Customer-focused, confident and professional approach.
- Ability to multitask and work effectively in a fast-paced environment.
- Good computer skills and ability to learn new systems quickly.
- Fluent English; additional languages are an advantage.
Preferred Qualifications
- Experience in hotel reservations, travel or luxury hospitality.
- Experience with CRM or reservation systems.
- Previous sales, upselling or booking-conversion experience.
Benefits
- Competitive salary.
- Full training and ongoing development.
- Supportive and collaborative working environment.
- Career development opportunities.
- Company benefits and employee perks.
Offer Details
- Employment Type: Full-time.
- Department: Reservations & Guest Services.
- Location: Tirana, Albania.
- Working Hours: 8-hour shifts scheduled between 09:00 and 21:00.
Notes
If you believe you are the perfect fit for this opportunity, we encourage you to apply and submit your CV.
We look forward to embarking on an exciting journey together!
Upload your CV: albania.hiring@fusioncx.com
Cel: +355692354896
About company
At Fusion BPO Services, we do things differently; we do things passionately and with fervor. We believe that the BPO industry is not exclusively about "outsourcing". However, it represents a continual growth process by acquiring new customers, retaining old ones, and providing service excellence – a winning formula that pays rich dividends.We offer a diverse range of call center services, including garnering potential customers, managing data efficiently, or troubleshooting technical problems and administration issues. Our host of peripheral activities is...