Job Description

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Job Advert Summary

As a Reservationist, you serve as a frontline ambassador, responsible for the promotion, sales, and booking of the hotel's products and services. You will ensure a seamless reservation experience from initial inquiry to confirmation, while providing exceptional customer service and supporting operational efficiency across departments.

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Minimum Requirements

Proficiency in Opera Property Management System (PMS) Strong command of Microsoft Office Suite Excellent verbal and written communication skills Experience in managing OTA responses and extranet platforms Exceptional attention to detail and organizational skills Ability to work under pressure, prioritize tasks, and handle multiple requests Customer-focused mindset with a proactive approach to service
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Duties and Responsibilities

Handle hotel reservations via telephone, email, and online platforms. Prepare accurate rate proposals and quotations for individual and group bookings. Maintain up-to-date and detailed records of all reservations, guest profiles, payments, and special requests. Proactively upsell room categories, packages, and other hotel offerings where appropriate. Respond courteously and professionally to all reservation-related queries and ensure timely follow-up. Manage and monitor room blocks and group reservations, including allocation and release procedures. Coordinate with internal departments regarding guest requirements, special requests, and instructions. Assist with the booking of ancillary services such as transfers, dining, and other outlet reservations. Compile daily arrival and guest correspondence packs for the Front Office. Report overbookings, rate discrepancies, and system issues to the Reservations Manager promptly. Ensure accurate invoicing, payment tracking, and allocation of deposits. Manage the OTA (Online Travel Agent) extranets and respond to OTA communications. Monitor and maintain internal worksheets (e.g., PM sheet, payment trackers, unallocated deposits). Follow up on all quotations to maximize conversion and revenue. Ensure all bookings are accurately captured in the PMS and aligned with operational standards. Resolve guest issues within your scope and escalate where necessary. Check and respond to emails within the company's communication timeframe. Ensure reservation vouchers are correctly processed and recorded. Attend required training sessions and stay updated on hotel packages and procedures. * Adhere to departmental SOPs, quality assurance standards, and dress code expectations