Handle all reservation-related tasks, including individual and group bookings, ensuring accurate details (rates, room types, guest info, flight details, guarantees, and cancellation policies).
Serve as the central point of contact for guests via phone, email and messages, transferring inquiries to the appropriate departments professionally.
Coordinate with Central Reservations, Sales, Revenue and Front Office teams to ensure smooth management of room blocks, rate loading, guest requests, and billing instructions.
Provide prompt and courteous assistance to guest inquiries regarding hotel services, room availability, local attractions, transportation, dining and special requests.
Manage rooming lists and pre-arrival arrangements, ensuring timely communication of updates to relevant departments.
Monitor and follow up on group reservations, including pending rooming lists, cut-off dates and amendments (extensions, early departures, or date changes).
Communicate hotel promotions, packages and updates clearly to maintain consistency in guest experience.
Support administrative tasks such as invoice inquiries, lost and found coordination and guest follow-ups.
Maintain strong system proficiency in Opera Cloud, StayPlease and telephony systems for accurate daily operations.
Assist in training and onboarding new hires, ensuring high service standards.
Uphold guest privacy, safety, and hotel emergency procedures, maintaining professional grooming and appearance.
Perform additional duties as assigned by management in line with operational needs.
Requirements
Minimum one year of experience in a hotel or hospitality environment preferred.
Familiarity with hotel telephone systems and basic front office operations.
Good communication and interpersonal skills, with a polite and professional phone manner.
Customer-focused mindset with the ability to handle guest inquiries and requests efficiently.
Ability to multitask and work in a fast-paced environment.
Basic computer literacy and proficiency in relevant software applications.
Detail-oriented, organized, and reliable.
Able to work rotating shifts, including weekends and public holidays.
