Hospitality Reservations & Guest Experience Specialist

UnifyCX is looking for an extraordinary

Hospitality Reservations & Guest Experience Specialist to join our motivated and ambitious team in South Africa.

What Will You Do?

We are looking for a customer-focused, relationship-oriented, and sales-driven Hospitality Reservations & Guest Experience Specialist to support our luxury hotel and resort partners.

In this role, you will create exceptional reservation experiences by assisting guests with bookings, understanding their travel preferences, and providing personalized recommendations. Through genuine rapport, premium customer service, and consultative upselling, you will help maximize booking value while ensuring every guest interaction is memorable.

We are looking for individuals with strong call center experience, excellent communication skills, and a passion for delivering outstanding customer experiences. Previous hospitality or hotel reservations experience is an advantage but is not required.

Key Responsibilities

• Handle inbound calls, emails, and guest inquiries related to hotel and resort reservations.
• Assist guests with room bookings, reservation modifications, cancellations, and special requests.
• Deliver a premium guest experience by actively listening, building rapport, and providing personalized recommendations based on each guest's travel needs.
• Provide accurate information about hotel amenities, room categories, rates, promotions, policies, and local attractions.
• Identify guest needs and naturally recommend upgraded room categories, packages, and hotel experiences through consultative and conversational selling techniques.
• Navigate reservation platforms and Property Management Systems (PMS) to accurately manage guest reservations and maintain detailed booking records.
• Maintain professionalism, empathy, and attention to detail while serving guests and representing premium hospitality brands.
• Resolve guest concerns efficiently and escalate complex issues when necessary.
• Meet productivity, quality, booking conversion, revenue, and guest satisfaction targets.
• Stay up to date on hotel offerings, seasonal promotions, destination information, and local events to better assist guests.
• Maintain accurate customer records and ensure all interactions are documented in accordance with established procedures and quality standards.

Who Are You?

Required Qualifications & Experience

• Matric Certificate (Grade 12) is the minimum educational requirement.
• Minimum of 3–5 years of call center or BPO experience, preferably in a customer-facing environment.
• Excellent verbal and written English communication skills.
• Strong customer service, problem-solving, and active listening skills.
• Naturally conversational, with the ability to build rapport quickly, keep guests engaged, and create memorable customer experiences.
• Strong interpersonal skills and the ability to communicate confidently and professionally with different types of customers.
• Comfortable handling inquiries from discerning, high-value guests while maintaining professionalism, confidence, and attention to detail.
• Ability to navigate multiple systems simultaneously while speaking with customers.
• Strong multitasking, organizational, and time management skills.
• Ability to demonstrate patience, empathy, adaptability, and sound judgment when handling customer concerns.
• Results-oriented, with the ability to meet individual and team performance targets, including quality, productivity, customer satisfaction, and sales metrics.
• Collaborative attitude, willingness to share knowledge, and commitment to contributing to team success.
• Willingness to work rotating shifts, weekends, public holidays, overtime, and on-call schedules based on business needs.
• Must be willing and able to work onsite.

Preferred Experience

• One (1) to two (2) years of experience in hospitality, hotel reservations, travel, tourism, or related industries.
• Previous experience supporting premium travel, luxury hospitality, or hotel reservation accounts in a BPO environment is highly preferred.
• Experience in hotel reservations, front desk operations, hospitality, travel, airline, or tourism industries.
• Experience using hotel reservation systems, booking platforms, or Property Management Systems (PMS).
• Familiarity with luxury hotel brands or premium hospitality environments is an advantage.
• Previous experience in sales, consultative selling, cross-selling, or upselling.
• Strong knowledge of hotel operations, guest service standards, and reservation processes.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.