Reservation Management
- Handle incoming reservation requests via phone, email, and online channels.
- Answer, confirm, and process reservations according to established hotel procedures.
- Accurately record and update reservations, amendments, and cancellations in the Property Management System (PMS).
- Complete and file all reservation forms, correspondence, and reports systematically.
- Prepare daily expected arrival lists and verify reservation details before distribution.
Guest Service & Communication
- Provide accurate and detailed information about room types, rates, promotions, and special requests.
- Attend to enquiries regarding hotel features, facilities, and services.
- Maintain friendly, courteous, and professional communication with guests and travel partners.
- Ensure confidentiality of sensitive guest and hotel information.
Sales & Revenue Optimisation
- Promote room sales through effective upselling and enquiry handling.
- Assist in achieving revenue targets by maximising occupancy and ADR (Average Daily Rate) where appropriate.
Coordination & Administration
- Coordinate with Front Office, Revenue, and relevant hotel departments for room blocks, special requests, and VIP arrangements.
- Assist in advance blocking of rooms on special requests.
- Maintain proper filing and recording of contracts and travel agent correspondence.
- Ensure work area and equipment are neat and maintained.
Quality & Process Compliance
- Adhere to hotel policies, procedures, and luxury service standards at all times.
- Support departmental and corporate reporting needs.
- Report guest reservation issues and feedback to the Assistant Reservations Manager/Manager.