Reservationist

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.

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

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