The Reservations Executive plays a key role in maximizing hotel occupancy and revenue by efficiently handling reservation requests, ensuring accuracy in bookings, and delivering exceptional guest service. This position requires strong attention to detail, knowledge of hotel systems, and the ability to upsell services to enhance guest experience.
Job Responsibilities include but are not limited to the following:
- Provide prompt service delivery in all aspects of reservations sales and booking cycle (eg. phone sales, inquiry handling, turn-around response and follow through).
- Maintain knowledge of special rates/offers/promotions.
- Process reservation inquiries from various channels.
- Process prepayments & deposits from guest or 3rd party.
- Accommodate and document special requests received.
- Ensure all reservations are thoroughly reviewed prior to the guest's arrival.
- Manage no show / cancellation penalties and ensure accurate charging.
- Ensure charging for all pre-paid bookings are processed daily.
- Monitor room balancing on regular basis and ensure inventories and availabilities are up to date in all channels.
- To constantly review room availability to maximise occupancy and revenues.
- Oversee accuracy of room blocks, reservations, and group market codes.
- Perform daily shared tasks which includes but not limited to arrival report check, reservations made yesterday, cashiering and email replies.
- Collate and submit daily reports for internal use and vendors / partners.
- Monthly checks and submission of commission invoice across all platforms.
- To maintain flexibility to perform other duties and projects as required and deemed necessary to support the Hotel's overall business objectives.
QUALIFICATIONS
- Diploma/Degree in Hospitality Management or related field.
- Minimum 1-2 years of experience in hotel reservations or front office operations.
- Proficiency in hotel PMS (e.g., Opera Cloud, Synthesis) and MS Office.
- Strong communication and interpersonal skills.
- Ability to multitask and work under pressure in a fast-paced environment.
Key Competencies:
- Customer-centric approach
- Attention to detail and accuracy
- Problem-solving and decision-making skills
- Team player with a positive attitude
