Reservation Employee – Dutch / Polish – Kosovo

Are you fluent in Dutch or Polish? Are you looking to build your career in a dynamic, multilingual customer service environment? Do you thrive on helping guests feel heard, supported, and well-informed? At Fusion CX, we are hiring Reservation Employees to join our growing team in Kosovo. If you have a passion for hospitality, strong communication skills, and enjoy providing high-quality service through multiple channels, this is your chance to shine.

Whether you are looking for jobs in Kosovo in the hospitality or travel industry or aiming to grow in a performance-driven global company, this role could be your perfect fit. Apply now!

Job Description – Reservation Employee

Job Purpose
The Reservation Employee ensures seamless communication for all incoming phone and written inquiries to achieve maximum guest satisfaction. You will actively sell all available accommodation, optimize occupancy by understanding individual guest preferences, and apply up-selling and cross-selling strategies in line with the company’s pricing policies. You’ll work closely with team members and provide support across departments when required.

Main Responsibilities

• Advise guests individually on Tropical Islands offerings via phone, email, and chat.
• Actively sell accommodations to optimize occupancy based on guest preferences.
• Execute up-selling and cross-selling strategies (e.g., upgrades, additional services).
• Process and manage reservations, changes, cancellations, and no-shows through booking platforms (e.g., Booking.com, Expedia).
• Follow up on reservations, options, and cancellation deadlines.
• Maintain accurate customer data using Fidelio Suite 8 and external systems.
• Sell and handle issues related to tickets, vouchers, and service coupons.
• Assist guests directly and conduct on-site guided tours.
• Distribute brochures and promotional materials.
• Contribute to reporting, data analysis, and statistical tracking.
• Attend internal and external trainings and apply learnings in practice.
• Collaborate with other departments to ensure smooth communication and workflow.
• Support departments during peak periods (e.g., Front Office, Camping Reception, Group & Event Reservations, Complaint Management).
• Regularly monitor communication channels for functionality and availability.
• Follow quality and reservation standards; maintain accuracy and professionalism.
• Use work materials responsibly.
• Perform additional tasks essential for operational continuity.

Job Requirements – Reservation Employee

Required Qualifications

• Ideally, vocational training in Hospitality, Tourism, or the Travel industry.
• Initial work experience in responsibilities listed.
• Proficiency in hotel software (preferably Micros Fidelio Suite 8).
• Proficient in Dutch or Polish language.

Team Collaboration

• Participate in team meetings, project groups, and trade fairs as needed.
• Ensure effective cross-functional collaboration with other departments.

Skills & Competencies

• Friendly and professional demeanor
• Pleasant phone voice and strong communication skills
• Independent, reliable, and goal-driven
• High sense of quality and responsibility
• Resilient under pressure, adaptable, and proactive
• Strong organizational and team-oriented mindset
• Customer service-focused with high motivation for learning

Why Join Fusion CX?

At Fusion CX, we believe every employee is part of our global family. When you join us as a Reservation Employee in Kosovo, you become part of an organization that thrives on collaboration, innovation, and excellence in customer service.

• Work in a multicultural, fast-paced environment where your contributions matter.
• Join one of the most exciting customer service teams in Kosovo, focused on guest satisfaction and travel support.
• Grow your career with continuous learning, coaching, and internal mobility opportunities.
• Be part of a company that values people-first leadership, performance, and personal development.
• Enjoy a positive work culture where teamwork and professional growth are celebrated.

Looking for hospitality and customer service jobs in Kosovo that offer long-term career opportunities? Apply now and take the next step in your journey with Fusion CX.