Internship Guest Relations Intern

If you are passionate about customer service and hospitality, this internship is the perfect opportunity to learn from industry professionals.

Key Responsibilities:

• Handle all reservations made via Online Travel Agencies (OTAs), direct bookings, and other sales channels.
• Ensure 100% accuracy when entering reservations into the Property Management System (PMS).
• Synchronize room availability and rates across all platforms daily.

• Respond to guest inquiries and requests through emails, phone calls, and OTA platforms.
• Provide accurate information about room availability, services, and promotions.

• Update room rates dynamically based on occupancy, market trends, and events.
• Ensure rate parity across all OTAs and direct channels..

• Upsell premium room categories, packages, and additional services during the reservation process.
• Promote services such as late check-outs, dining packages, and exclusive experiences.

• Monitor room inventory to avoid overbooking or underutilization.
• Update inventory immediately after cancellations or modifications.

• Prepare and submit daily, weekly, and monthly reports on occupancy, ADR (Average Daily Rate), and RevPAR (Revenue Per Available Room).
• Provide insights and recommendations for improving revenue performance.

• Communicate special requests (e.g., early check-ins, extra beds) to relevant departments.
• Ensure accurate and timely information flow between reservations and operations teams.

• Handle guest complaints or escalate them to the appropriate department for resolution.
• Monitor reviews related to reservations and address issues to enhance guest satisfaction.

• Ensure proficiency in PMS, OTA extranets, and all reservation-related software tools.
• Report and resolve technical issues promptly.

• Perform any additional tasks assigned by the manager or management to support the department’s objectives.
• Currently pursuing or recently completed a diploma or degree in Hotel Management, Hospitality, Business Administration, or a related field.
• Strong communication and interpersonal skills, with the ability to interact professionally with guests and colleagues.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Excellent problem-solving skills and attention to detail.
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).
• Basic understanding of hotel management software (PMS) is a plus.
• Flexibility and willingness to work various shifts, including weekends and holidays, depending on the hotel's schedule.