Position Summary
We are looking for a Reservation Associate/ Reservation Agent to handle hotel reservation enquiries, bookings, modifications and cancellations while ensuring excellent guest service and maximizing room revenue.
Key Responsibilities
• Handle reservation enquiries through telephone, email, online channels and travel partners.
• Process individual and group room reservations accurately.
• Provide guests with information regarding room types, rates, packages, availability and hotel facilities.
• Coordinate with the Front Office, Sales and Revenue teams regarding bookings and guest requirements.
• Handle booking modifications, cancellations, no-shows and special requests.
• Maintain accurate reservation records and ensure timely updates in the hotel reservation/PMS system.
• Follow up on tentative bookings and convert enquiries into confirmed reservations.
• Coordinate with travel agents, corporate clients and other business partners.
• Ensure proper communication of guest preferences, VIP bookings and special occasions to the concerned departments.
• Handle guest queries professionally and resolve reservation-related issues promptly.
• Ensure adherence to hotel reservation policies, rate structures and payment procedures.
• Assist in preparing reservation reports and maintaining daily booking information.
• Support the team in achieving occupancy and revenue targets.
Candidate Profile
• Graduate/Diploma in Hotel Management, Hospitality or a related field.
• 1–3 years of experience in hotel reservations, front office or a similar role preferred.
• Positive communication and interpersonal skills.
• Solid knowledge of hotel reservation processes and PMS systems.
• Positive working knowledge of MS Office and email communication.
• Customer-focused, organized and detail-oriented.
• Ability to handle multiple enquiries and work under pressure.
• Professional grooming and a positive attitude.