ABOUT DASH LIVING
Dash Living is Asia Pacific's leading manager & operator of living sector assets in Hong Kong, Singapore, Japan and Australia. In 2025, Dash Living was acquired by Rava Partners, the real estate private equity arm under Hillhouse, further strengthening its growth trajectory and regional expansion plans.
With more than 2,000 rooms currently in our portfolio, Dash creates a global accommodation community through sharing economies, tech, and unique member experiences, empowering living in a connected world. Dash Living manages assets on behalf of renowned real estate investment managers such as BlackRock, Greystar, Schroders, PGIM Real Estate, Hines, and more.
ROLE SUMMARY
As a Reservations Specialist, you will be responsible for managing and coordinating reservations across multiple booking channels, ensuring accuracy, timely responses, and a seamless guest experience from pre-arrival through post-stay. You will work closely with the Revenue, Finance, and in-property Operations teams, as well as OTAs and distribution partners, to maintain efficient reservation processes, resolve booking-related issues, and support revenue and customer satisfaction goals.
This role is ideal for someone who is detail-oriented, customer-focused, commercially minded, and comfortable managing multiple priorities in a fast-paced hospitality environment.
WHAT YOU'LL DO
- Support the Revenue Manager and Revenue Operations Supervisor to ensure the smooth operation of receiving reservations into the hotel.
- Act within SOP and meet SLA when responding to inbound reservation inquiries from all channels in a timely manner to meet company KPIs.
- Weekly alignment with stakeholders to ensure a five-star level of service to our guests.
- Ensure a high level of customer satisfaction.
- Ensure all reservations are entered into the PMS accurately and updated on a regular basis, supporting the finance team on a weekly basis for reconciliation of any dispute reservations from OTAs.
- Be the day-to-day liaison between the hotel and OTAs, including but not limited to check-in and out procedures, customer service, and resolving any cancellation requests outside of standard cancellation policies.
- Ensure the distribution channel partners are operating within the standards of the partnership and improving terms and conditions that are beneficial to all hotels.
- Ensure related efficiency and accuracy for all reservations from multiple channels into PMS including settlements of payments on a per-reservation basis.
- Document and iterate SOP to ensure required actions are scalable.
- Ensure all guests pre-arrival, during, and post-stay experience is of utmost customer service standards.
- Support the running of direct booking marketing campaigns including but not limited to advance bookings, loyalty programs, and seasonal offers.
- Close relationship with in-property operations and community teams.
WHAT WE'RE LOOKING FOR
- Diploma / Bachelor's /College Degree / Equivalent Experience
- Preferably at least 2-3 years of relevant experience
- Critical thinker and meticulous
- Sales Skills & Probing Skills
- Attention to detail is a must
- Great interpersonal skills and a team player
- Able to multitask and work independently with minimal supervision
- Able to work independently, multi-task, and meet deadlines
- Excellent Oral and Written Communications skills in English
WHAT WE OFFER
- Experience in working with overseas teams
- Great platform to perform and learn for the best
- Competitive salary
- Fringe benefits + Extra leaves
PERFORMANCE KPI:
- Feedback from stakeholders
- Meet SLA for Reservations
- Customer Response Time
- Customer Satisfaction
