Reservations Officer

Description

The Reservations Executive is responsible for managing guest requests and ensuring smooth reservation operations. This includes assisting with room reservations, providing information on hotel facilities, promotions, and special programs, and addressing guest concerns and feedback. The role involves handling telephone and email inquiries, liaising with travel agents and referral networks, and managing room inventory. Additional duties include processing cancellations and amendments, coordinating with the front office for pre-registration, and maintaining guest confidentiality. The Reservations Executive also identifies opportunities to upsell hotel services, assists in preparing occupancy reports, and contributes to improving productivity and service quality.

Responsibilities and Duties

* Assist guests with room reservation requests and provide relevant property information. * Handle guest feedback and concerns professionally. * Manage reservation inquiries, process bookings, cancellations, amendments, and guest preferences. * Coordinate with the front office on pre-registration and advanced reservations. * Maintain confidentiality and ensure adherence to policies and procedures. * Manage room inventory, including creating room blocks and updating online systems. * Upsell hotel services to maximize revenue and convert guest queries into sales. * Contribute to productivity and service improvements and assist in forecasting room revenue.

Qualifications and Requirements

* Education: Diploma or Certificate in Hospitality Management or related field. * Experience: At least 1-2 years of experience in a reservations or customer service role in the hospitality industry. * Skills: * Strong knowledge of Property Management Systems (PMS) and reservation processes. * Proficiency in MS Office and other relevant hotel management software. * Excellent communication skills, both written and verbal. * Strong problem-solving and customer service skills. * Ability to work independently and as part of a team. * Ability to upsell services and create sales opportunities. * Personal Attributes: * Detail-oriented with a strong focus on accuracy. * Adaptable, able to work under pressure in a fast-paced environment. * Positive attitude with a professional demeanor. * High level of confidentiality and integrity in handling guest information. * Physical Requirements: Able to work long hours, including weekends and public holidays, as required. * Additional: Knowledge of global distribution systems (GDS), online travel agents (OTAs), and web booking systems is a plus.

Working Condition

Working hours

5 days / 44 hours