The Reservation Officer is responsible for managing and processing room reservations efficiently and accurately, ensuring guest satisfaction and optimal room occupancy. This role serves as the main point of contact for booking inquiries, rate information, and reservation confirmations. The officer will also play a key role in setting up reservation procedures and systems during the pre-opening phase.
Key Responsibilities:
Pre-Opening Phase
- Assist in setting up the Property Management System (PMS) and reservations modules.
- Support the implementation of standard operating procedures (SOPs) for reservations.
- Participate in training and familiarization of hotel rates, room types, packages, and distribution channels.
- Assist in the loading of room rates, inventory, and restrictions across relevant systems.
Reservation Handling
- Receive and process reservations via telephone, email, online platforms, or third-party agents.
- Ensure accurate input of guest details, rate codes, payment information, and special requests into the PMS.
- Respond promptly and professionally to reservation inquiries, rate requests, and availability checks.
- Coordinate with Sales and Front Office teams to manage group blocks, room allocations, and VIP reservations.
- Confirm and update reservations and send confirmation documents as needed.
Communication & Coordination
- Maintain strong communication with the Front Office, Revenue, and Sales teams to support occupancy targets.
- Monitor reservation trends and report unusual booking patterns or discrepancies.
- Assist in the management of no-shows, cancellations, and modifications in line with policy.
- Update and maintain reservation files and documentation accurately.
Guest Service & Upselling
- Offer room upgrades, packages, and add-on services to optimize revenue.
- Provide courteous and helpful assistance to guests and agents during the booking process.
- Ensure all guest preferences and special occasions are recorded for personalized service upon arrival.
Requirements:
- Minimum 1 year of experience in a similar role, preferably in a hotel environment.
- Familiar with hotel reservation systems and online distribution channels.
- Excellent communication and interpersonal skills, both written and verbal.
- Attention to detail, with strong organizational and administrative abilities.
- Proficiency in Microsoft Office and PMS platforms.
- Ability to handle pressure and multitask in a dynamic setting.
- Pre-opening experience is an advantage.
Job Types: Full-time, Permanent
Benefits:
- Health insurance
- Meal provided
- Opportunities for promotion
- Professional development
Work Location: In person