About Company
Polana Serena Hotel stands as an iconic landmark in Maputo, Mozambique, renowned for its luxurious accommodation, exceptional service, and rich history. Overlooking the serene Maputo Bay, our five-star hotel blends classic architecture with modern amenities, offering guests an unforgettable experience. As part of the prestigious Serena Hotels group, we are committed to upholding the highest standards of hospitality, celebrating local culture, and contributing positively to our community. We pride ourselves on creating a welcoming and inclusive environment for both our guests and our dedicated team members, fostering growth and professional development within a dynamic and sophisticated setting. Joining Polana Serena Hotel means becoming a part of a legacy of excellence and a team that is passionate about delivering unparalleled guest satisfaction.
Job Description
Are you ready to embark on a rewarding career in the vibrant hospitality industry? Polana Serena Hotel is seeking an enthusiastic and dedicated Reservation Support Assistant to join our dynamic team in Baixa, Maputo. This entry-level position is perfect for individuals eager to start their professional journey, offering comprehensive training and a clear path for growth within our esteemed hotel. As a Reservation Support Assistant, you will be the welcoming voice of our hotel, playing a crucial role in ensuring our guests’ first impression is nothing short of excellent. You will be responsible for handling reservation inquiries, managing bookings, and providing detailed information about our services and amenities. This role requires exceptional communication skills, meticulous attention to detail, and a genuine passion for customer service. You will interact with guests from diverse backgrounds, assisting them with their accommodation needs, and ensuring all reservations are processed accurately and efficiently. This is more than just a job; it’s an opportunity to learn the intricacies of hotel operations, develop valuable customer service expertise, and become an integral part of a team dedicated to creating memorable experiences. If you are a proactive problem-solver with a friendly demeanor and a desire to grow in a luxury hospitality environment, we encourage you to apply and become a valued member of the Polana Serena Hotel family. We are committed to nurturing talent and providing the tools you need to succeed.
Key Responsibilities
- Respond promptly and courteously to reservation inquiries via phone, email, and in-person.
- Accurately process new room reservations, modifications, and cancellations in the hotel's property management system (PMS).
- Provide guests with comprehensive information regarding hotel facilities, services, room types, rates, and local attractions.
- Assist guests with special requests and ensure all details are communicated to relevant departments.
- Maintain organized and accurate guest reservation records.
- Handle guest feedback and escalate complex issues to senior staff when necessary, ensuring a satisfactory resolution.
- Collaborate effectively with the front office, sales, and other departments to ensure seamless guest experiences.
- Adhere to hotel policies and procedures, including payment processing and data privacy regulations.
- Continuously update knowledge of hotel promotions, packages, and seasonal offers.
- Contribute to a positive team environment and uphold the hotel's reputation for luxury service.
Required Skills
- Excellent verbal and written communication skills in Portuguese and English.
- Strong customer service orientation with a pleasant and professional telephone manner.
- High level of accuracy and attention to detail in data entry and record keeping.
- Basic computer proficiency, including familiarity with Microsoft Office Suite (Word, Excel).
- Ability to learn and adapt quickly to new software systems (e.g., hotel PMS).
- Problem-solving aptitude and ability to remain calm under pressure.
- Team player with a positive attitude and strong work ethic.
- Ability to work flexible hours, including weekends and public holidays, as required by hotel operations.
Preferred Qualifications
- High school diploma or equivalent.
- Previous experience in a customer-facing role (e.g., retail, call center, hospitality) is a plus, but not essential.
- Familiarity with hotel reservation systems or property management software is advantageous.
- Proficiency in additional languages (e.g., French, Swahili) would be a significant asset.
- A genuine interest in the hospitality and tourism industry.
Perks & Benefits
- Competitive entry-level salary and benefits package.
- Comprehensive on-the-job training and ongoing professional development opportunities.
- Opportunities for career advancement within Polana Serena Hotel and the broader Serena Hotels group.
- Employee discounts on hotel stays, dining, and other services.
- Complimentary meals during shifts.
- Provided uniform.
- A supportive, inclusive, and luxurious work environment.
- Be part of a prestigious, internationally recognized hotel brand.
How to Apply
Interested candidates are encouraged to apply by clicking on the link below and submitting their CV along with a cover letter. Please highlight your passion for hospitality and customer service.