Hotel Reservation Officer

Key Responsibilities:

Reservation Handling:

• Process room reservations via phone, email, online booking platforms, and walk-ins.
• Ensure all booking information (guest details, payment methods, special requests, etc.) is accurately recorded in the hotel's Property Management System (PMS).
• Provide detailed information about the hotel’s rooms, facilities, and services, and upsell additional amenities where appropriate.

Guest Communication:

• Respond to guest inquiries promptly and professionally.
• Confirm bookings and send confirmation emails, ensuring all relevant details are included.
• Handle guest requests, cancellations, modifications, and special requests efficiently.
• Manage VIP, loyalty program, and group reservations with special attention to detail.

Coordination:

• Coordinate with other hotel departments (housekeeping, front desk, food & beverage) to ensure seamless guest experiences.
• Liaise with the sales department to manage group bookings, corporate clients, and promotional packages.
• Update room availability and inventory across all booking platforms, ensuring no overbooking or misallocation of rooms.

Customer Service:

• Maintain a high level of guest satisfaction by handling all guest concerns and complaints promptly and courteously.
• Anticipate guest needs and provide personalized service.
• Offer recommendations to enhance the guest experience and improve overall satisfaction.

Reporting & Data Management:

• Generate daily, weekly, and monthly reports on room reservations, occupancy rates, and revenue.
• Analyze booking patterns and trends to support pricing and inventory management strategies.
• Monitor no-shows, cancellations, and amendments to minimize revenue loss and optimize room inventory.

System Management:

• Maintain and update the hotel's Property Management System (PMS) and Channel Management Systems.
• Ensure all rate codes, discounts, and promotional packages are correctly applied and reflected in the system.

Sales & Upselling:

• Promote and sell rooms and hotel services (e.g., spa, dining experiences, transportation services).
• Proactively recommend upgrades or special offers to guests to maximize room occupancy and revenue.

Qualifications:

Education:

• A diploma or degree in hospitality management, tourism, or a related field is preferred.

Experience:

• Previous experience in reservations, front office, or a similar role in the hospitality industry.
• Familiarity with hotel management systems such as Opera, Amadeus, or similar PMS is highly preferred.

Skills:

• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to handle high-pressure situations and manage multiple bookings simultaneously.
• A proactive approach to problem-solving and guest satisfaction.
• Proficiency in Microsoft Office (Word, Excel) and familiarity with online travel agencies (OTAs) such as Booking.com, Expedia, etc.

Key Performance Indicators (KPIs):

• Booking accuracy and reduction of errors.
• Timely response to guest inquiries and reservation requests.
• Achieving room occupancy targets and revenue goals.
• High guest satisfaction scores related to the booking and reservation process.
• Efficient management of booking platforms and PMS systems.

Work Conditions:

• Hours: The position typically requires shift work, including weekends and public holidays.
• Work Environment: Fast-paced environment in the hotel’s administrative office or front desk area.