Job Summary:       

      The Reservations Officer will be responsible for managing and coordinating all reservation activities in line with hotel policies and standards. They will assist guests in making reservations, provide information about the hotel’s services and facilities, and ensure a seamless and efficient booking experience. This role involves both direct interaction with guests and Agents.

Job Responsibilities:

• Handle incoming reservation requests via phone, email, and online platforms, ensuring a prompt and professional response to all inquiries.
• Accurately input guest information and booking details into the hotel management system.
• Confirm and follow up on reservations, ensuring accuracy in guest details, booking dates, room types, and payment information.
• Process modifications, cancellations, and special requests quickly and efficiently.
• Provide guests with detailed information about room rates, Game packages, and hotel amenities.
• Address guest inquiries and resolve any reservation-related issues with a customer-focused approach.
• Upsell room categories, hotel services, and special packages to increase revenue.
• Monitor room availability and assist with overbooking situations by managing reservations strategically.
• Prepare weekly occupancy reports to prepare the requirements for the operational activities.
• Liaise with the operations department to ensure reservation details are communicated accurately.
• Update relevant departments on special guest requirements, VIP arrivals, or last-minute changes to ensure quality services
• Maintain organized and accurate reservation records, updating any changes or cancellations promptly.
• Ensure all reservations are processed according to hotel policies and procedures.
• Regularly review and audit reservation entries for accuracy and completeness.

Qualifications and Skills:

• Education: Diploma or degree in Hospitality Management, Business, or related field.
• Experience: Prior experience in hotel reservations or similar hospitality role preferred.
• Technical Skills: Proficient in reservation management systems and Microsoft Office Suite.
• Customer Service Skills: Strong interpersonal and communication skills with a customer-focused approach.
• Attention to Detail: High accuracy and attention to detail in reservation management.
• Problem-Solving Skills: Ability to handle challenging situations and resolve guest issues effectively.