[Fusion BPO Services]

Tirane

Tipi

1. me orar te plote

Fusha | Profili i punes

1. Call Center Operator/e

Gjuha

1. italisht
2. gjermanisht

Eksperienca

me dhe pa eksperience

Job Description
We are looking for a full-time, on-site Dutch and Polish Reservation Employee to join our team in Tirana, Albania.
This role will ensure smooth communication for all incoming telephone and written inquiries to achieve maximum guest satisfaction. As a Reservation Employe actively sell all accommodation offers, optimize occupancy based on individual guest preferences, and apply up- and cross-selling strategies according to the company’s pricing policy.

Key Responsibilities:

• Advise guests individually via phone, email, and chat.
• Actively sell accommodations to optimize occupancy, considering guest preferences.
• Perform up- and cross-selling (e.g., upgrades, additional services).
• Process and input reservations, changes, cancellations, and no-shows via platforms like Booking.com, Expedia, etc.
• Follow up on reservation options and cancellation deadlines.
• Create and maintain customer data in Fidelio Suite 8 and linked external systems.
• Sell and handle complaints regarding tickets, vouchers, and service coupons.
• Handle direct customer service and provide on-site guided tours.
• Send out brochures and informational materials.
• Contribute to reporting, analysis, and statistics generation.
• Attend internal/external trainings and apply learnings in practice.
• Ensure smooth communication with other departments.
• Support departments during peak times, especially Front Office, Camping Reception, Group & Event Reservations, and Complaint Management.
• Regularly check functionality and availability of communication channels.
• Follow quality and reservation standards; avoid errors (e.g., limit private phone use to breaks).
• Use work materials responsibly.
• Perform other tasks necessary for operations.

Required Qualifications:

• Ideally, completed vocational training in Hospitality, Tourism, or Travel industry.
• Initial work experience in the responsibilities listed.
• Confident with standard hotel software (preferably Micros Fidelio Suite 8).
• Fluent in Dutch, Polish and English (spoken and written); additional languages are a plus

If you believe you are the perfect fit for this opportunity, we encourage you to apply and submit your CV.
We look forward to embarking on an exciting journey together!

Cel. : +355 69 861 6908