Reservations Officer

The Reservations Officer is responsible for driving room sales by handling all reservation enquiries and bookings via phone, email, and online channels. The role ensures accurate data entry, prompt confirmation of bookings, effective upselling, and close coordination with Front Office, Revenue Management, and Sales to maximise occupancy and guest satisfaction.

Key Responsibilities

Reservation Management

• Handle incoming reservation requests via phone, email, online booking engine, and OTAs.careers.

• Accurately enter reservation details into the property management system (PMS) or reservation system, ensuring error-free records.

• Confirm reservations and send booking confirmations, invoices, and rate details to guests promptly.

• Process modifications, cancellations, and rebookings in line with hotel policies and guarantee/cancellation rules.

• Manage special requests (e.g., room type, early check-in, dietary needs) and ensure they are communicated to relevant departments.

• Offer personalised recommendations based on guest preferences, purpose of stay, and budget.

• Apply sales and upselling techniques to maximise room revenue and improve average daily rate (ADR).

• Respond to guest enquiries, concerns, and complaints professionally and escalate when necessary.

• Capture accurate billing information at the time of booking, including payment method and contact details.

• Process deposits, prepayments, and final payments in accordance with hotel policies and systems.

• Maintain accurate and complete records of all reservations, modifications, and cancellations.

• Adhere to all SOPs, brand standards, and company policies, including guest privacy and data protection.