Reservations Administrator

Job Description
Shortletsmalta Limited is currently looking to recruit a Reservations Administrator to join their established team on a full-time basis.

Job Role:
The role is central to the Company's operations as the Reservations Administrator shall be the main point of contact with all clients prior to and throughout their stay in Malta. We are looking for an energetic and dedicated team player to oversee the critical process of bookings and communication with guests.

*ONLY EU/EEA/Swiss nationals who are eligible to work in Malta, or other nationals who are currently in possession of a valid work permit may apply.

Main duties and responsibilities:

• Oversee the operations of an automated booking system through a Channel Manager that connects to various OTAs to efficiently manage inventory, rates and availability of apartments across different platforms
• Manage options and promotions on OTA websites to attract new business, and maximise on availability and rates
• Manage new bookings directly through Company’s website and/or enquiries
• Pay close attention to detail to ensure that guest information, booking dates, room preferences, and special requests are accurately recorded
• Regularly updated information on properties – photos, amenities, layouts and general information – on all OTAs listing our properties
• Resolve issues related to bookings that may arise, find alternative accommodation if necessary and handle any complaints in an efficient and professional manner
• Review guests and reply to guest reviews on the properties we manage
• Maintain an excellent reviews score and an excellent response rate score to all enquiries
• Respond to queries from clients as well as efficiently handle enquires from prospective clients to secure a new booking.

Requirements:

• Proven experience in a similar role and in the hospitality sector
• Proficiency in English and at least another main European language is a must
• Excellent verbal and written communication skills to effectively communicate with guests in order to gather reservation information, answer enquiries, and provide assistance
• Strong customer service skills - friendly, professional, and capable of delivering exceptional service to guests
• Ability to solve problems have patience and empathy to deal with guest requests and concerns in an effective manner
• Proficiency in computer systems and reservation software is essential. Comfortable using reservation management systems, online booking platforms, and other relevant software tools
• Accuracy when processing reservations, pay close attention to detail to ensure that guest information, booking dates, room preferences, and special requests are accurately recorded.

Benefits:

• An attractive salary, matching experience in a similar role
• Performance bonus based on measurable targets
• Commission on upselling of ancillary services
• Training will be provided
• Use of Company mobile phone and e-scooter to move around.

Shortletsmalta Limited:
Shortletsmalta is a leader in the holiday rentals and hospitality sectors offering a full range of services to enhance the customer experience for its clients.  Managing over 150 properties and four B&Bs the company has built a solid reputation in providing a variety of quality accommodations to meet different needs and expectations.  We offer a vast range of properties and services from comfortable apartments in central locations to luxury villas for our discerning clients who want to relax in great surroundings. Shortletsmalta prides itself in employing a dynamic workforce, all experienced and dedicated staff, making it an ideal workplace for those who seek to start, or further enhance, their career in the hospitality sector.