Reservation Coordinator

Your tasks

1. Job Purpose The Reservation Coordinator is responsible for managing and coordinating all reservations across the villa, spa, and restaurant to ensure accurate booking information, efficient communication, and a seamless guest experience.

This role serves as a key point of contact for reservation inquiries, booking confirmations, cancellations, modifications, and coordination with operational departments to ensure all guest requirements are properly communicated and fulfilled.

A. Reservation Management

• Handle incoming reservation inquiries through phone calls, email, WhatsApp, social media, online booking platforms, and other communication channels.
• Process and confirm reservations for the villa, spa, and restaurant accurately and efficiently.
• Maintain updated reservation records, availability, guest details, and booking status.
• Manage booking modifications, cancellations, special requests, and reservation-related inquiries.
• Monitor booking availability to prevent double bookings and scheduling conflicts.
• Ensure all reservation details are recorded correctly in the reservation system or booking calendar.

B. Guest Communication & Service

• Respond to guest inquiries promptly, professionally, and courteously.
• Provide accurate information regarding services, facilities, packages, pricing, availability, and reservation policies.
• Communicate booking confirmations, payment requirements, cancellation policies, and other relevant information.
• Assist guests with special requests and coordinate arrangements to meet their expectations.
• Maintain a professional and welcoming tone in all guest communications.
• Follow up with guests when necessary to confirm reservations and clarify booking details.

C. Interdepartmental Coordination

• Coordinate with the Villa Operations, Front Office, Spa, Restaurant, and other relevant departments regarding confirmed reservations.
• Communicate guest preferences, special requests, arrival times, and service requirements to the appropriate teams.
• Ensure all departments receive timely and accurate booking information.
• Monitor reservation changes and promptly inform relevant departments.
• Assist operational teams in preparing for guest arrivals, spa appointments, and restaurant bookings.

D. Sales & Revenue Support

• Promote available services, packages, and special offers to potential guests.
• Recommend suitable services or packages based on guest preferences and availability.
• Identify opportunities for upselling and cross-selling villa stays, spa treatments, restaurant experiences, and additional services.
• Support the achievement of reservation targets and revenue objectives.
• Maintain professional relationships with travel agents, corporate clients, and other booking partners when required.

E. Reservation Administration & Reporting

• Maintain accurate and organized reservation records and guest information.
• Prepare daily reservation reports, occupancy updates, booking summaries, and appointment schedules as required.
• Monitor booking trends, cancellations, no-shows, and reservation conversion rates.
• Ensure all payments, deposits, and outstanding balances are properly recorded and communicated to the relevant department.
• Handle guest information confidentially and comply with company policies regarding data protection.
• Report reservation issues, booking discrepancies, and operational concerns to the General Manager.

F. Problem Solving & Service Recovery

• Handle reservation-related complaints and booking discrepancies professionally.
• Resolve scheduling conflicts and booking errors promptly.
• Coordinate with the General Manager and relevant departments when issues require management approval.
• Ensure guests receive clear communication and appropriate solutions when reservation changes occur.

4. Key Performance Indicators (KPIs)

• Reservation accuracy and data integrity.
• Response time to guest inquiries.
• Booking conversion rate.
• Reservation revenue and upselling performance.
• Number of booking errors and double bookings.
• Guest satisfaction related to the reservation process.
• Timeliness and accuracy of reservation reports.
• Effectiveness of coordination with operational departments.

6. General Responsibilities

• Perform other reservation-related duties assigned by the General Manager.
• Maintain professional conduct and comply with company policies and service standards.
• Support the company's commitment to delivering exceptional guest experiences and operational excellence.

Requirements

• Minimum 1–2 years of experience in reservations, guest services, front office, or a similar hospitality role is preferred.
• Experience in villa, hotel, spa, or restaurant operations is an advantage.
• Excellent verbal and written communication skills in English.
• Strong organizational skills and attention to detail.
• Proficient in Microsoft Office, Google Workspace, reservation systems, and online booking platforms.
• Able to manage multiple bookings and communication channels simultaneously.
• Strong customer service, problem-solving, and time-management skills.
• Professional, responsible, proactive, and guest-oriented.
• Able to work flexible schedules, including weekends and public holidays, when required.

Skills:

• Scheduling
• Problem Solving
• Reception Consultation
• Microsoft Office
• Hotel Reception
• Conference Reception
• Customer Service
• Teamwork
• Customer Engagement
• Restaurant Reception

Other

JOB DESCRIPTION RESERVATION COORDINATOR Department: Reservations & Guest Services Reports To: General Manager

5. Working Relationships Internal

• General Manager
• Villa Operations & Front Office
• Spa Team
• Restaurant Team
• Finance Department
• Sales & Marketing Team

External

• Guests and potential customers
• Travel agents and booking partners
• Corporate clients
• Online travel agencies and booking platforms