Reservations & Guest Relations Coordinator

Shortletsmalta Ltd is recruiting Reservations and Guest Relations Coordinators to join their team on a full-time basis.

Job Summary:
The Reservations & Guest Relations Coordinator is responsible for managing guest bookings, ensuring a seamless reservation process, and providing exceptional customer service before, during, and after a guest's stay. This role involves handling inquiries, coordinating with different departments, and ensuring a high level of guest satisfaction.

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. Experience in the role is also fundemental.

Key Responsibilities: 

Reservations Management:

• Process and manage guest reservations via phone, messaging, email and online booking platforms.
• Update and maintain booking records in the reservation system.
• Ensure accurate pricing, availability, and special requests are handled efficiently.
• Coordinate with housekeeping and maintenance teams to ensure property readiness.
• Optimise visibilty of listings and bookings, reviews and ratings, and feedback initiatives.

Guest Relations & Customer Service:

• Act as the main point of contact for guests, addressing queries and concerns professionally.
• Provide personalized recommendations and assistance to enhance the guest experience.
• Handle guest complaints and escalate issues to management when necessary.

Communication & Coordination:

• Liaise with other departments (housekeeping, maintenance, contracted service providers) to ensure smooth guest stays.
• Confirm special arrangements such as airport transfers, property upgrades, extended stays and extra services.
• Maintain accurate records of guest interactions and feedback.
• Generate reports on reservations, cancellations, and guest satisfaction trends.

Key Competencies & Skills:

• Availability to work shifts that include weekends and public holidays.
• Fluency in English, both verbal and written, and at least another main European language is a must.
• Familiarity with property management systems.
• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Competent to handle guest concerns professionally and empathetically.
• Ability to handle complaints and resolve issues efficiently.
• Quick decision-making skills under pressure.
• Ability to manage multiple reservations and guest interactions simultaneously.
• Prioritization of urgent requests effectively.
• Works well with different teams (housekeeping, maintenance, 3rd party contractors).
• Strong coordination and follow-up skills.
• Proficiency in reservation software and Microsoft Office tools is essential.

Benefits: 

• An attractive salary, matching experience in a similar role.
• Shift allowance in addition to gross salary.
• Performance bonus up to 10% of gross salary.
• Training will be provided.
• Use of Company mobile phone and portable computer.