- Handle room reservations through phone, email, hotel website, and online travel agencies (OTAs).
- Check room availability, rates, room types, and booking restrictions.
- Create, modify, confirm, and cancel reservations accurately.
- Communicate hotel rates, packages, facilities, policies, and special offers to guests.
- Coordinate with Front Office, Sales, Housekeeping, and Revenue teams regarding room availability and guest requirements.
- Maintain accurate reservation records in the hotel PMS.
- Follow up on tentative bookings and ensure timely confirmation.
- Handle guest requests such as early check-in, late check-out, room preferences, and special occasions.
- Process advance deposits and coordinate payment-related requirements as per hotel policy.
- Monitor no-shows, cancellations, amendments, and overbooking situations.
- Promote room upgrades and additional hotel services where appropriate.
- Prepare reservation reports and maintain proper documentation.
- Ensure skilled handling of guest complaints and reservation-related issues.
- Follow hotel SOPs and maintain high standards of guest service.