Key Responsibilities

• Handle all incoming reservation requests received via telephone, email, and online channels promptly and professionally.
• Accurately process room bookings, modifications, cancellations, and special guest requests within the Property Management System (PMS).
• Provide comprehensive information regarding room rates, packages, hotel amenities, and cancellation policies.
• Proactively convert inquiries into confirmed bookings while utilizing upselling and cross-selling techniques to maximize average daily rate (ADR) and total revenue.
• Inform guests about ongoing promotions, special packages, and extra hotel services.
• Deliver exceptional customer service by addressing guest inquiries and resolving any booking issues efficiently and courteously.
• Issue official booking confirmations, pre-arrival messages, and follow-up correspondence.
• Liaise closely with the Front Desk, Sales, and Housekeeping departments to communicate VIP arrivals, group bookings, and specific room preferences.
• Maintain accurate daily reservation logs, shift handovers, and occupancy reports.

Requirements & Qualifications

• Diploma or Bachelor’s degree in hospitality management, tourism management, hotel administration, or a related field.
• At least 2 years of experience in a reservations or front office department is strongly preferred.
• Exceptional verbal and written communication skills with a polished, professional phone etiquette.
• Strong computer literacy, including proficiency in hotel Property Management Systems (PMS) and Microsoft Office applications.
• Ability to multitask, remain calm under pressure, and manage a high volume of calls and emails.

• Handle all incoming reservation requests received via telephone, email, and online channels promptly and professionally.
• Accurately process room bookings, modifications, cancellations, and special guest requests within the Property Management System (PMS).
• Provide comprehensive information regarding room rates, packages, hotel amenities, and cancellation policies.
• Proactively convert inquiries into confirmed bookings while utilizing upselling and cross-selling techniques to maximize average daily rate (ADR) and total revenue.
• Inform guests about ongoing promotions, special packages, and extra hotel services.
• Deliver exceptional customer service by addressing guest inquiries and resolving any booking issues efficiently and courteously.
• Issue official booking confirmations, pre-arrival messages, and follow-up correspondence.
• Liaise closely with the Front Desk, Sales, and Housekeeping departments to communicate VIP arrivals, group bookings, and specific room preferences.
• Maintain accurate daily reservation logs, shift handovers, and occupancy reports.

• Exceptional verbal and written communication skills
• Polished, professional phone etiquette
• Strong computer literacy
• Proficiency in hotel Property Management Systems (PMS)
• Proficiency in Microsoft Office applications
• Ability to multitask
• Ability to remain calm under pressure
• Ability to manage a high volume of calls and emails

• Diploma or Bachelor’s degree in hospitality management, tourism management, hotel administration, or a related field.
• At least 2 years of experience in a reservations or front office department is strongly preferred.