Job Summary:

The Reservations Officer is responsible for ensuring the efficient handling of all reservation inquiries while delivering exceptional guest service. This role plays a key part in maintaining accurate guest information, ensuring smooth reservation processes, and meeting financial standards. The Reservations Officer will also support internal teams and maintain a high level of communication with both guests and colleagues.

Responsibilities:

• Guest Service Excellence:
  • Deliver exceptional service aligned with brand standards.
  • Handle guest inquiries and complaints courteously, ensuring issues are resolved efficiently.
  • Verify that all repeat guests are pre-registered and guest history records are up-to-date.
  • Foster positive guest interactions and maintain professional relationships.
• Reservation Management:
  • Answer reservation inquiries via phone, email, and other communication channels following brand standards.
  • Manage guest special requests and provide accurate information about hotel services and amenities.
  • Ensure the reservation system is updated with accurate guest details and preferences.
• Operational Efficiency:
  • Implement and follow company policies related to reservations, guest services, and financial procedures.
  • Ensure compliance with hotel policies and local regulations, including licensing and money handling.
  • Respond to audit results and make necessary changes to improve processes.
• Financial & Reporting:
  • Ensure accurate reporting of financial information related to reservations.
  • Follow financial protocols regarding record-keeping and money handling.
  • Generate reports on reservations, occupancy, and guest feedback.
• Collaboration:
  • Work closely with other departments, such as Front Office and Sales, to optimize guest experience.
  • Support team initiatives and assist with training new staff members.
  • Provide information on local tourism and services to guests, enhancing their stay experience.

Requirements:

• Strong customer service skills with the ability to handle inquiries and resolve issues effectively.
• Proficient in reservation software and hotel systems.
• Excellent communication and organizational skills.
• Knowledge of hotel operations and local tourism.

Level of Education:

• Diploma or degree in Hospitality or Tourism Management preferred.

Work Hours:

• Flexible hours, including weekends and holidays.

Experience in Months:

• Minimum of 24 months in a similar role within hotel or reservations operations.