Reservations Officer

Company Description Villa Caemilla Beach Boutique Hotel is a luxury beachfront property located on the tranquil Station 3 area of Boracay's world-renowned White Beach. Completely renovated in 2014, the hotel features contemporary, beach-chic interiors set among palm trees and powder-white sand, offering guests a relaxed and laid-back atmosphere. The hotel caters to families, couples, and honeymooners with high-quality international cuisine, access to spa services, high-speed Wi-Fi, and a complimentary electric vehicle service around the island. Just a short transfer from the jetty port and a walk from livelier Station 2, Villa Caemilla combines peaceful surroundings with convenient access to Boracay's attractions. The team prides itself on exceptional Filipino hospitality and personalized service to create memorable stays for every guest.

Job Role

The role is responsible for managing guest inquiries, reservations, payments, OTA bookings, pre-arrival coordination, and daily reservation reporting while ensuring accurate and timely communication with guests and internal departments.

Key Responsibilities:

• Handle reservation inquiries through email, phone, and social media professionally and promptly.

• Process, update, assign, and monitor confirmed reservations in the hotel system.

• Manage payment schedules, invoices, payment reminders, collectibles, and posting of received payments.

• Monitor OTA reservations, payments, cancellations, no-shows, and remittances.

• Maintain accurate booking details, including rate plans, inclusions, policies, billing instructions, special requests, and guest arrangements.

• Send booking confirmations, pre-arrival information, upgrade offers, and other guest communications according to hotel standards.

• Monitor room rates, Best Available Rates, promotions, and OTA-generated rates and report discrepancies immediately.

• Coordinate daily with Front Office, Housekeeping, Food & Beverage, and Accounting to ensure smooth guest arrivals and operations.

• Prepare and endorse expected arrivals, special arrangements, outstanding payments, and other relevant reservation information.

• Prepare daily booking, cancellation, no-show, payment verification, and shift reports.

• Assist with monthly OTA invoice and payment reconciliation.

• Support Front Office operations when necessary.

Qualifications

• Candidates should possess strong Reservations skills, including managing bookings, changes, and cancellations across multiple channels.
• Candidates should possess excellent Customer Service and Communication skills to interact professionally with guests, colleagues, and external partners.
• Candidates should possess Sales capabilities, with the ability to upsell room types, packages, and services while meeting revenue targets.
• Candidates should possess Airline Ticketing knowledge or experience, especially in coordinating guest travel details and schedules.
• Additional beneficial qualifications include prior hotel or hospitality experience, proficiency with reservation or PMS software (Cloudbeds PMS is a plus), good organizational and time-management skills, and strong attention to detail.
• Fluency in English (and preferably Filipino), the ability to work flexible hours including weekends and holidays, and a customer-focused, team-oriented mindset are highly desirable.