Job Summary:
As a Reservationist, you serve as a frontline ambassador, responsible for the promotion, sales, and booking of the hotel’s products and services. You will ensure a seamless reservation experience from initial inquiry to confirmation, while providing exceptional customer service and supporting operational efficiency across departments.
Minimum Requirements
- Proficiency in Opera Property Management System (PMS)
- Strong command of Microsoft Office Suite
- Excellent verbal and written communication skills
- Experience in managing OTA responses and extranet platforms
- Exceptional attention to detail and organizational skills
- Ability to work under pressure, prioritize tasks, and handle multiple requests
- Customer-focused mindset with a proactive approach to service
Duties Responsibilities
- Handle hotel reservations via telephone, email, and online platforms.
- Prepare accurate rate proposals and quotations for individual and group bookings.
- Maintain up-to-date and detailed records of all reservations, guest profiles, payments, and special requests.
- Proactively upsell room categories, packages, and other hotel offerings where appropriate.
- Respond courteously and professionally to all reservation-related queries and ensure timely follow-up.
- Manage and monitor room blocks and group reservations, including allocation and release procedures.
- Coordinate with internal departments regarding guest requirements, special requests, and instructions.
- Assist with the booking of ancillary services such as transfers, dining, and other outlet reservations.
- Compile daily arrival and guest correspondence packs for the Front Office.
- Report overbookings, rate discrepancies, and system issues to the Reservations Manager promptly.
- Ensure accurate invoicing, payment tracking, and allocation of deposits.
- Manage the OTA (Online Travel Agent) extranets and respond to OTA communications.
- Monitor and maintain internal worksheets (e.g., PM sheet, payment trackers, unallocated deposits).
- Follow up on all quotations to maximize conversion and revenue.
- Ensure all bookings are accurately captured in the PMS and aligned with operational standards.
- Resolve guest issues within your scope and escalate where necessary.
- Check and respond to emails within the company’s communication timeframe.
- Ensure reservation vouchers are correctly processed and recorded.
- Attend required training sessions and stay updated on hotel packages and procedures.
- Adhere to departmental SOPs, quality assurance standards, and dress code expectations
