Reservation

Job Summary

Responsible for handling reservation enquiries, promoting the hotel's accommodation products and packages, converting enquiries into confirmed bookings, and maximizing room revenue while maintaining excellent customer service.

Key Responsibilities

• Handle room reservation enquiries through telephone, email, online channels, and other communication platforms.
• Promote and sell hotel rooms, packages, promotions, and special offers to maximize revenue.
• Convert reservation enquiries into confirmed bookings and achieve assigned sales targets.
• Provide accurate information on room types, rates, availability, packages, facilities, and hotel services.
• Identify guest needs and recommend suitable room types and packages based on their requirements.
• Follow up on tentative bookings and enquiries to maximize conversion opportunities.
• Maintain accurate records of reservations, enquiries, and sales activities in the hotel's reservation/PMS system.
• Monitor room availability, rates, and promotions to ensure accurate information is communicated to customers.
• Handle individual, corporate, group, and travel agent reservation enquiries professionally.
• Build and maintain good relationships with corporate clients, travel agents, and other business partners.
• Coordinate with the Sales, Revenue Management, and Reservations teams regarding rates, promotions, and booking requirements.
• Assist in promoting hotel packages and seasonal campaigns to increase room sales.
• Handle guest enquiries and concerns professionally and ensure timely follow-up.
• Prepare and maintain reservation sales reports and relevant documentation.
• Ensure all bookings are processed accurately according to hotel policies and procedures.
• Maintain a high standard of professionalism and customer service at all times.
• Perform any other duties as assigned by the Management.

Requirements

• Diploma or Degree in Hospitality Management, Business Administration, Sales, or a related field.
• Previous experience in hotel reservations or sales is an advantage.
• Strong sales, communication, and negotiation skills.
• Good command of English; additional languages are an advantage.
• Customer-oriented with a pleasant and professional personality.
• Strong attention to detail and organizational skills.
• Target-driven and able to work independently as well as within a team.
• Good knowledge of hotel reservation systems and Microsoft Office.
• Willing to work according to operational requirements.