Reservation Officer

About the role

The Reservation Officer is the first point of contact for guests seeking accommodation. You will manage inquiries, bookings, and modifications while delivering friendly, accurate service to support the hotel’s occupancy and guest satisfaction goals.

Key responsibilities

• Handle reservation requests via phone, email, online booking systems, and walk‑ins.
• Enter and update guest details in the Property Management System (PMS) and process cancellations, changes, and special requests.
• Provide information on room rates, hotel facilities, promotions, and answer guest queries promptly.
• Promote upgrades, packages, and ancillary services such as tours, spa treatments, or dining reservations to increase revenue.
• Communicate guest preferences to housekeeping, food & beverage, and other relevant departments to ensure seamless check‑ins and check‑outs.
• Maintain accurate reservation records, payment details, and generate occupancy and booking trend reports.
• Monitor room availability across distribution channels and update online travel agencies (e.g., Booking.com, Expedia).

Required profile

• Strong customer‑service orientation with excellent communication skills.
• Attention to detail and ability to manage multiple reservations simultaneously.
• Proactive attitude toward upselling and revenue generation.
• Team player who can coordinate effectively with other hotel departments.

Required skills

• Proficiency with Property Management System (PMS) software.
• Experience using online booking platforms and OTA channels (e.g., Booking.com, Expedia).