Job Responsibilities
Manage room reservations through telephone, email, hotel website, walk-ins, and Online Travel Agencies (OTAs).
Respond promptly and professionally to guest enquiries regarding room availability, rates, packages, and hotel facilities.
Maintain accurate reservation records, room inventory, rates, cancellations, and amendments using the hotel's PMS.
Coordinate with Front Office, Housekeeping, Sales, and Accounts to ensure smooth guest arrivals and departures.
Handle booking confirmations, modifications, cancellations, and special guest requests.
Monitor and manage OTA bookings to ensure accurate room availability and rates.
Promote room upgrades and other hotel services where appropriate.
Provide excellent customer service in line with luxury five-star hotel standards.
Prepare reservation reports and follow up on pending bookings and payments.
Resolve reservation-related issues professionally and escalate complex matters to the appropriate supervisor.
Key Skills Required
Excellent communication and customer service skills.
Good knowledge of hotel reservation procedures and PMS.
Strong practical experience with OTAs and online booking platforms.
Excellent attention to detail and accuracy.
Good telephone and email etiquette.
Strong organizational and multitasking skills.
Good sales and upselling skills.
Previous experience in a four- or five-star hotel is highly preferred.