Reservation & Administration Officer
- Inquiry, Booking & Guest Data Management
Serve as the first point of contact for all tour inquiries received across email, phone and digital platforms. Maintain strict SLA compliance by responding to all initial customer inquiries within 2 business hours. Capture complete and accurate guest profiles in the CRM/PMS, prioritizing group details and high-risk dietary/allergen information. Issue formal quotes and transparently communicate payment terms (including 100% upfront prepayment for bookings made under 48 hours in advance). Request invoice issuance from Accounts ('INV REQ') and issue final Booking Confirmation emails to guests within 4 hours of payment clearance.
- Cross-Departmental Coordination & Quality
Control
Generate and circulate the official 'FINAL GUEST LIST & ALLERGENS' report to Food & Beverage (F&B) and Tour Guides (TG) 24 hours before each tour. Lead the operational Pre-Tour Briefing 17 hours prior to tour execution to align on guest count, VIP protocols, transport requirements and special dietary needs. Act immediately on booking contingencies, following up on payment failures with Accounts and contacting guests in case of late arrivals or no-shows. Monitor post-tour feedback, document guest comments or complaints, and close the loop with relevant departmental leads within 3 business days.
- Executive Support & General Administration
Manage the centralized info@karungurucoffee.com inbox, triaging, categorizing and routing emails to appropriate department leads within 1 hour. Provide executive calendar management for the General Manager, resolving scheduling conflicts and preparing briefing materials 24 hours in advance. Coordinate all internal meetings, circulating agendas at least 48 hours prior and distributing clear, actionable minutes within 24 hours post-meeting. Maintain digital records, SOP communication templates, and basic office administration files to ensure smooth operational continuity.
Qualifications & Key Competencies
Education : Diploma or bachelor's degree in hospitality management, Business Administration, Tourism, or a relevant discipline.
Experience : 2 to 4 years of solid experience in reservations coordination, front office, guest relations, or executive administration (hospitality/tourism sector highly desirable).
Technical Skills : Strong working proficiency in Google Workspace (Calendar, Docs, Sheets) and direct experience using CRM or Property Management Systems (PMS).
Communication : Exceptional written and spoken English communication skills with clear, courteous telephone and email etiquette.
Operational Rigor : Outstanding attention to detail, strict adherence to SLAs, and strong multi-tasking skills under tight operational schedules.
Schedule Availability : Willing and available to work full-time on-site from Monday to Saturday, 8:00 AM to 5:00 PM.