Job Detail

Key Responsibilities

Reservation Operations
- Oversee and verify daily reservation entries across all channels (OTAs, Direct Bookings, Travel Agents, Phone, and Email) for accuracy and compliance with hotel standards.
- Coordinate room allocations and special guest requests with Front Office and Housekeeping departments.
- Monitor booking confirmations, cancellations, amendments, and deposit/pre-payment collections.
- Maintain and update Property Management Systems (PMS), Channel Managers, and OTA extranets regarding inventory and rate availability.

Guest Relations & Problem Solving
- Handle complex inquiries regarding room types, rates, packages, and hotel amenities in a professional manner.
- Resolve booking disputes or guest complaints promptly and effectively to ensure maximum satisfaction.
- Provide personalized attention to VIP guests, repeat clients, and group bookings.

Revenue & Upselling
- Train and motivate the reservation team to actively upsell room categories and add-on services (e.g., airport transfers, spa packages, dining options).
- Assist in monitoring inventory levels and applying yield management principles to maximize RevPAR (Revenue Per Available Room).
- Prepare daily, weekly, and monthly reservation reports, including pickup reports, forecasts, and competitive analysis.

Qualifications & Requirements
- Bachelor’s degree in Hotel Management, Hospitality, Business Administration, Languages, or a related field.
- Minimum 1 year of experience as a hotel reservation supervisor or 3 years’ experience as an officer.
- Excellent command of spoken and written English. Proficiency in a third language is an advantage.