Reservations Officer

Job Summary

The Reservations Officer is responsible for managing hotel room reservations and ensuring accurate, timely, and professional handling of all booking enquiries and requests. The role involves coordinating with guests, travel agents, online travel agencies (OTAs), and internal departments to maximise room occupancy, revenue, and guest satisfaction.

Key Responsibilities

1. Reservations Management

• Handle and process room reservations received through phone, email, hotel website, OTAs, travel agents, and other booking channels.
• Ensure all reservations are accurately entered and updated in the Property Management System (PMS).
• Verify room availability, rates, room types, packages, and applicable promotions before confirming bookings.
• Manage booking amendments, cancellations, no-shows, early arrivals, extensions, and special requests.
• Ensure all reservation details, including guest information, payment arrangements, and special requests, are accurately recorded.
• Follow up on tentative and pending reservations to maximise conversion.

2. Guest & Customer Service

• Respond promptly and professionally to reservation enquiries and provide accurate information regarding room types, rates, hotel facilities, and policies.
• Assist guests with special requests and coordinate with relevant departments to ensure arrangements are properly made.
• Handle guest complaints or reservation-related issues professionally and escalate matters when necessary.
• Maintain a high standard of service throughout the reservation process.

3. Coordination & Communication

• Coordinate closely with Front Office, Sales, Housekeeping, Finance, and other departments to ensure smooth handling of reservations.
• Communicate VIP bookings, group bookings, special occasions, room preferences, and other special requests to the relevant departments.
• Ensure accurate handover of reservation information between shifts.
• Liaise with travel agents, corporate clients, wholesalers, and OTA partners when required.

4. Administrative & Reporting Duties

• Maintain accurate reservation records and filing.
• Prepare and review daily reservation reports as required.
• Monitor booking discrepancies and follow up on outstanding matters.
• Ensure all reservation documentation complies with hotel policies and procedures.
• Assist with audit checks and reconciliation of reservation records where required.

Qualifications & Requirements

• Diploma or Certificate in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Minimum 1–2 years of experience in hotel reservations, front office, or a related hospitality role.
• Experience with hotel PMS and online booking platforms is an advantage.
• Strong communication and interpersonal skills.
• Good attention to detail and organisational skills.
• Customer-oriented with a positive and professional attitude.
• Able to handle multiple tasks and work effectively under pressure.