Reservation Officer

Experience:
Previous experience (typically 1+ year) in a hotel reservation, front office, customer service, or sales role, preferably within the hospitality industry.

Communication: Excellent verbal and written communication skills with a professional telephone manner.

Technical Proficiency: Competence in using computer systems, including hotel Property Management Systems (PMS) like Opera, as well as Microsoft Office Suite (Word, Excel, Outlook).

Customer Focus: A strong customer-centric attitude with a passion for delivering outstanding service.

Detail-Oriented: Exceptional organizational skills and high attention to detail and accuracy in data entry.

Sales Acumen: Basic understanding of sales techniques and the ability to convert inquiries into confirmed bookings.

Job Summary:
The Reservation Officer is responsible for managing all aspects of the hotel's reservation process, from initial inquiry to final booking confirmation. This role requires exceptional customer service and sales skills, as well as meticulous attention to detail to ensure accuracy in all guest bookings.

Key Responsibilities and Duties:

Reservation Management:

Handle all incoming reservation inquiries via telephone, email, online platforms, and in-person efficiently and professionally.

Accurately process, input, and update reservation details (guest information, dates, room types, special requests) into the Property Management System (PMS) like Opera, Sabre, etc.

Monitor room availability and manage the booking schedule to prevent overbooking or double-booking.

Process modifications, cancellations, and no-shows according to hotel policy.

Sales and Customer Service:

Provide guests with accurate information about room availability, rates, hotel services, packages, and local attractions.

Actively practice upselling and cross-selling techniques (e.g., suggesting higher-tier rooms, packages, or additional services) to maximize hotel revenue.

Ensure a high level of guest satisfaction by providing personalized recommendations and addressing inquiries promptly and courteously.

Prepare and send confirmation letters and reservation details to guests.

Coordination and Administration:

Liaise effectively with other hotel departments, especially the Front Office and Housekeeping, to communicate guest arrivals, special requests, and room readiness.

Handle advance deposits, process payments, and manage billing instructions for individual and group bookings.

Maintain accurate and detailed records of all correspondence and guest profiles.

Assist in generating daily, weekly, and monthly reservation and occupancy reports for management.

Problem Resolution:

Proactively address and resolve any reservation-related issues or discrepancies, such as rate errors or guest complaints, with professionalism and empathy.

1.Service Charge
2.Day Off 8 Days / Month
3.Meal Allowance 2 / Meals
4.Public Holiday 15 Days
5.Social Security
6.Vacations