Reservation Management
- Process room reservations received via telephone, email, online channels, travel agents, and corporate accounts.
- Update, amend, and cancel reservations accurately in the Property Management System(PMS).
- Verify room availability, rates, and booking details.
- Maintain accurate reservation records and guest profiles.
Guest& Customer Service
- Respond professionally to reservation enquiries from guests, travel agents, corporate clients, and other booking sources.
- Provide accurate information on room types, rates, promotions, and hotel facilities.
- Handle special guest requests and ensure proper follow-up.
Coordination with Internal Departments
- Coordinate closely with Front Office regarding arrivals, departures, VIP guests, and room availability.
- Liaise with Housekeeping on room readiness when required.
- Coordinate with Sales & Marketing on group bookings and allotments.
- Work with Finance on deposits, billing instructions, and prepayment arrangements.
Group Reservations
- Support the processing and coordination of group reservations.
- Monitoring room lists, billing requirements, and special arrangements.
- Ensure reservation details are communicated accurately to operational departments.
Reservation Administration
- Maintain proper filing and documentation of reservation records.
- Prepare reservation-related reports and room forecast information.
- Monitor daily arrivals, departures, cancellations, and no-show bookings.
- Ensure all reservation activities comply with hotel policies and procedures.
Complaint Handling
- Handle reservation-related enquiries and complaints professionally.
- Escalate unresolved issues to the Front Office Manager when necessary.
Other Duties
- Perform any other duties assigned by Management.
