RESERVATIONS AGENT

Reservation Management

. Process room reservations received via telephone, email, online channels, travel agents, and corporate accounts.

. Update, amend, and cancel reservations accurately in the Property Management System(PMS).

. Verify room availability, rates, and booking details.

. Maintain accurate reservation records and guest profiles.

Guest& Customer Service

. Respond professionally to reservation enquiries from guests, travel agents, corporate clients, and other booking sources.

. Provide accurate information on room types, rates, promotions, and hotel facilities.

. Handle special guest requests and ensure proper follow-up.

Coordination with Internal Departments

. Coordinate closely with Front Office regarding arrivals, departures, VIP guests, and room availability.

. Liaise with Housekeeping on room readiness when required.

. Coordinate with Sales & Marketing on group bookings and allotments.

. Work with Finance on deposits, billing instructions, and prepayment arrangements.

Group Reservations

. Support the processing and coordination of group reservations.

. Monitoring room lists, billing requirements, and special arrangements.

. Ensure reservation details are communicated accurately to operational departments.

Reservation Administration

. Maintain proper filing and documentation of reservation records.

. Prepare reservation-related reports and room forecast information.

. Monitor daily arrivals, departures, cancellations, and no-show bookings.

. Ensure all reservation activities comply with hotel policies and procedures.

Complaint Handling

. Handle reservation-related enquiries and complaints professionally.

. Escalate unresolved issues to the Front Office Manager when necessary.

Other Duties

. Perform any other duties assigned by Management.