Reservations Coordinator

Description

The Reservations Coordinator plays a key role in managing reservations, optimizing hotel revenue, and ensuring exceptional guest experiences. This involves coordinating with various departments, handling group bookings, processing cancellations and revisions, and managing guest profiles accurately using systems like Opera PMS. The role requires up-selling, promoting hotel services, and addressing guest inquiries or complaints promptly while providing tailored recommendations and support. Additionally, the coordinator prepares reports, ensures secure payment processing, and assists with non-phone tasks such as emails and special requests, all while upholding high service and operational standards in a fast-paced environment.

Responsibilities and Duties

Team Coordination: Promoting teamwork and communication with other departments to maintain service quality. Revenue Management: Up-selling rooms and utilizing yield management strategies to optimize room rates and occupancy. Guest Services: Assisting guests with reservations, offering recommendations, and addressing inquiries or complaints promptly and professionally. System Proficiency: Managing reservations and guest profiles accurately using systems like Opera PMS and tracking guest preferences or complaints for tailored service. Operational Support: Handling group bookings, cancellations, and reservation revisions while collaborating with sales and operational teams to ensure smooth processes. Responsible Practices: Processing payments securely, maintaining knowledge of promotions, preparing reports, and supporting non-phone tasks like emails and special requests. Customer Focus: Responding to guest needs, resolving issues effectively, and ensuring memorable stay experiences.

Qualifications and Requirements

Higher NITEC or Diploma in Hospitality and Tourism Management, Customer Experience Management, or a related field. At least 1 year of experience in the hotel industry (fresh graduates are welcome to apply). Proficiency in Opera Property Management System is an advantage. Availability to work weekends, evenings, and public holidays. Fluency in English and at least one additional language. Excellent communication skills with the ability to engage effectively with guests, employees, and third parties, reflecting positively on the hotel, brand, and company.

Working Condition

Working hours

5 days / 44 hours