About Jardine Service Centre (JSC)
Jardine Service Centre Philippines is an organization fully owned by Jardine Matheson Group which is a diversified Asian-based group with unsurpassed experience in the region, having been founded in 1832. JSC is responsible for providing back-office support to the business units of Jardine Group by administrating transactional and rule-based activities. We aim to deliver world-class services to our internal customers in a cost-efficient manner via process harmonization, application of state-of-the-art technologies, automation and process simplification.
We are looking for a Reservations Specialist to handle room reservations received through phone, email, online booking platforms, and live chat. The role requires accurate processing of bookings and the ability to convert inquiries into confirmed sales in line with hotel targets.
Duties and Supporting Responsibilities:
- Handle inbound and outbound reservation enquiries, bookings, modifications, and cancellations across voice and non-voice channels.
- Deliver exceptional guest experiences through professional, personalised, and customer-centric service interactions.
- Manage complex reservations, special requests, VIP bookings, and guest escalations while maintaining the highest service standards.
- Act as the first point of escalation for reservation-related concerns, providing timely resolutions and exercising sound judgement to achieve positive guest outcomes.
- Provide accurate information and recommendations across multiple properties, matching guest preferences, destination interests, and travel requirements with the most suitable room category.
- Maximise conversion and revenue opportunities by promoting room upgrades, suites, packages, and experiences that align with guest needs and preferences.
- Maintain expert knowledge of hotel products, room categories, promotions, policies, reservation procedures, and luxury hospitality standards across all supported properties.
- Support the RRC Team Supervisor in monitoring service quality, booking accuracy, productivity, and adherence to operational standards and service level agreements.
- Provide day-to-day guidance, coaching, and knowledge-sharing support to Reservation Specialists, serving as a subject matter expert for systems, processes, and best practices.
- Conduct peer reviews and support quality assurance initiatives to ensure consistency, accuracy, and service excellence across the team.
- Monitor guest feedback, booking trends, and operational performance, identifying opportunities for process improvement and escalating recommendations where appropriate.
- Support onboarding, training, and ongoing development of team members, helping to build capability and confidence within the team.
- Ensure compliance with reservation policies, data privacy requirements, payment security procedures, service standards, and quality requirements.
- Maintain a high level of booking accuracy, attention to detail, and professionalism in all guest interactions and reservation activities.
- Collaborate closely with local hotel operational teams and other stakeholders to ensure a seamless guest journey.
- Act as a key liaison between the reservations team and hotel stakeholders, supporting the resolution of complex guest requests and operational challenges.
- Stay updated on industry trends, luxury hospitality practices, commercial initiatives, and system enhancements to continuously improve knowledge and performance.
- Contribute to continuous improvement initiatives that enhance operational efficiency, guest satisfaction, team performance, and service delivery.
- Act as a role model for our service culture and brand values, fostering a positive, collaborative, and guest-focused working environment.
Qualifications:
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- At least 3-5 years of experience in hotel reservations, hospitality, travel, guest services, or customer experience operations.
- Experience supporting luxury hospitality, premium travel, or world-class service environments is highly preferred.
- Strong verbal and written communication skills in Mandarin and English are required to provide exceptional service and handle reservations for Mandarin-speaking guests.
- Strong understanding of reservation operations, guest service principles, and hospitality best practices.
- Experience handling complex reservations, escalations, service recovery, and guest concerns.
- Excellent English communication skills, both verbal and written.
- Strong customer service and interpersonal skills with the ability to deliver exceptional guest experiences and maintain high-quality standards.
- Demonstrated ability to build rapport with guests, understand customer needs, and provide personalized, customer-centric solutions.
- Proven ability to consistently meet service, productivity, quality, and booking accuracy targets.
- Strong analytical and problem-solving skills with the ability to identify trends and recommend operational improvements.
- Ability to collaborate effectively with cross-functional teams and stakeholders to support operational excellence and guest satisfaction.
- Demonstrated willingness to mentor peers, share knowledge, and contribute to a culture of continuous learning.
- Proficiency in Microsoft Office applications and reporting tools.
- Familiarity with hotel reservation systems such as Opera, SynXis, CRS, PMS, or similar platforms is highly preferred.
- Strong attention to detail, organizational skills, and ability to multitask in a fast-paced environment.
- Passion for hospitality, service excellence, continuous learning, and professional development.
- Amenable to working on shifting schedules and hybrid work arrangement.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
At JSC, you can play a role in our business success. We understand that key to our success is our people, which is our foundation and priority. We invest in our people to ensure we have the right talent with the leadership and strategic skills the company needs for the future.
We are an equal opportunity employer and do not discriminate on the grounds of sex, race, disability, family status or any other factors.
Come and explore with us!
