Reservations & Rooms Operations Executive

Job Purpose

To support and coordinate daily Rooms Division operations with a focus on reservations management, room inventory control, systems accuracy, and operational administration. The role ensures effective coordination across Rooms Division and Reservations to maintain room readiness, accurate postings, operational efficiency, guest satisfaction, and revenue integrity.

Key Responsibilities

Reservations & Operations

• Manage daily reservations, including bookings, amendments, cancellations, and special requests.
• Monitor room inventory, availability, and allocations to maximise occupancy and operational efficiency.
• Coordinate with Front Office and Housekeeping to ensure accurate room status updates and smooth guest arrivals and departures.
• Handle room discrepancies and operational changes promptly to minimise guest impact.
• Respond professionally to guest enquiries regarding reservations, room availability, and rates.
• Identify upselling opportunities to enhance guest experience and maximise revenue.
• Support operational coordination during high occupancy and peak periods.

Systems & Administration

• Flag VIP arrivals, accurately tag upselling packages, and maintain guest profile data integrity.
• Manage guest profile maintenance, including profile verification and duplicate profile merging.
• Support inventory control, operational reporting, and departmental audits.
• Prepare and maintain operational and performance reports.

Financial & Compliance Support

• Reconcile OTA reservations and commission reports, validate billing, and generate operational performance reports.
• Ensure compliance with company policies, operational procedures, and data privacy standards.

Team & Operational Support

• Provide operational support to Reservations and Front Office teams during busy periods.
• Participate in cross-department projects and process improvement initiatives.
• Support onboarding and cross-training within the Rooms Division.
• Perform additional duties assigned by management as required.

Qualifications & Skills

• Experience in hotel operations within the Rooms Division preferred.
• Prior experience with Opera / Opera Cloud is required.
• Strong understanding of hotel reservations, room inventory management, and Front Office operations.
• Service-oriented with strong attention to detail.
• Strong communication, organization, coordination, and problem-solving skills.
• Ability to work effectively both independently and within a team environment.
• Self-motivated, adaptable, and able to work in a fast-paced operational environment.
• Excellent reading, writing, and verbal communication skills in English; additional language proficiency is an advantage.
• Proficient in Microsoft Office applications and operational reporting.