Reservations and Communications Executive

Your tasks

The Reservations & Communications Executive is responsible for delivering efficient reservations and communication services that support the hotel's revenue objectives and guest experience. This role manages room reservation enquiries, switchboard operations, wake-up call services, guest message handling, and emergency communication procedures while ensuring accurate reservation processing, timely information flow, and professional service delivery. This position contributes to revenue optimisation through proactive upselling and provides a seamless communication experience for guests and internal stakeholders.

Areas of Focus This role focuses on reservations operations, switchboard and communication services, room revenue optimisation through upselling, guest enquiry management, emergency communication procedures, and accurate reservation system administration. This position ensures efficient communication and operational support while delivering responsive and professional guest service.

Strategic Responsibilities/ Duties

1. Handle all room reservation enquiries received via telephone, email, online channels, travel agents, and other distribution platforms.
2. Process room reservations accurately and efficiently using the hotel's Property Management System.
3. Maximise room revenue through proactive upselling of room categories, packages, promotions, and hotel services.
4. Maintain accurate reservation records and ensure data integrity within Opera Cloud.
5. Verify arrival reports, reservation amendments, daily reservation activities, cashiering records, and operational reports.
6. Respond promptly to reservation enquiries, guest correspondence, and internal requests in accordance with departmental service standards.
7. Operate the hotel's main switchboard and ensure all incoming and outgoing calls are handled professionally, courteously, and efficiently.
8. Route telephone calls accurately to the appropriate departments and personnel while maintaining confidentiality where required.
9. Manage guest wake-up call requests and ensure timely and accurate execution in accordance with hotel procedures.
10. Receive, document, and relay guest messages accurately and promptly to ensure effective communication.
11. Support emergency communication procedures by operating the hotel's communication systems in accordance with established emergency response and crisis management standard operating procedures.
12. Escalate emergency situations promptly to the appropriate departments and management in accordance with hotel protocols.
13. Coordinate guest requests and communicate special arrangements to relevant operational departments to ensure service delivery.
14. Provide operational and administrative support to the Sales & Marketing department as required.
15. Maintain complete knowledge of room types, rates, packages, promotions, hotel facilities, and operational information to provide accurate information to guests.
16. Deliver courteous, professional, and service-oriented communication with guests, colleagues, and business partners.
17. Support departmental initiatives to improve guest satisfaction, operational efficiency, and revenue performance.
18. Ensure compliance with hotel policies, reservation procedures, data privacy requirements, and service standards.
19. Perform other duties as assigned by direct reporting manager.

Requirements

Key Skills and Requirements

1. Diploma or equivalent qualification in Hospitality Management, Tourism, Business, or a related discipline is preferred.
2. Prior experience in hotel reservations, communications centre, front office, or customer service within the hospitality industry is preferred.
3. Hands-on experience with Opera Cloud is mandatory.
4. Experience operating hotel switchboard or communications systems is an advantage.
5. Strong understanding of hotel reservation processes, room inventory management, rate structures, and upselling techniques.
6. Excellent verbal and written communication skills with strong telephone etiquette and guest service skills.
7. Strong attention to detail with the ability to manage multiple tasks accurately in a fast-paced environment.
8. Ability to remain calm and communicate effectively during operational incidents and emergency situations while following established crisis management procedures.
9. Proficient in Microsoft Office applications.
10. Willingness to work a5-day work week, day shifts, alternate Saturdays, Public Holidays, and according to operational requirements.