To ensure the accurate and efficient processing of individual and group room reservations while supporting the hotel's revenue objectives by maximizing room occupancy and rate through effective inventory management, upselling, and system accuracy.
Acts as the first point of contact for all reservation-related inquiries and is responsible for ensuring a seamless booking experience for guests.
This role supports the Revenue & Reservations department by maintaining data integrity, optimizing availability, and contributing to revenue performance through strategic reservation handling.
Handle all reservation inquiries via phone, email, OTA channels, and internal systems in a timely, courteous, and professional manner.
Enter and maintain accurate booking information in the Property Management System (PMS), ensuring alignment with rate codes, room inventory, and guest profiles.
Maximize revenue through effective upselling and cross-selling techniques, promoting premium room categories and packages.
Collaborate closely with the Director of Revenue to support room inventory control and rate strategy implementation.
Monitor daily arrivals, cancellations, no-shows, and special requests, coordinate with the Front Office and Housekeeping for smooth arrivals and guest satisfaction.
Liaise with travel agents, corporate accounts, and group coordinators to process reservations and ensure contractual terms are met.
Ensure all guest data and payment details are processed securely in compliance with hotel policies and data protection regulations.
Support daily and monthly reservation and revenue reports as required by management.
Maintain a high level of product knowledge including hotel facilities, services, promotions, and local attractions.
Communicate professionally and courteously with guests, travel agents, and internal departments.
Ensure compliance with data privacy, payment security, and internal reservation procedures.
Handle special requests, VIP bookings, and booking-related complaints with professionalism and discretion.
Attend departmental briefings and training sessions as required to stay up-to-date with hotel systems and reservation standards.
Work in close coordination with Front Office, Sales, and housekeeping teams to ensure seamless guest experiences.
Performs other related duties and special projects as assigned by superiors.
Qualifications
Minimum 12 years of experience in reservations, front office, or revenue roles within a 4 or 5-star hotel.
Strong knowledge of hotel PMS and CRS platforms (e.g., Opera, SynXis, or similar systems).
Excellent verbal and written communication skills in English (additional languages are an advantage).
Detail-oriented with strong organizational, analytical, and time-management skills.
Proven ability to handle guest inquiries with discretion, empathy, and professionalism.
Familiarity with revenue concepts such as BAR rates, dynamic pricing, and distribution channels is a plus.
