ADMIN EXECUTIVE / RESERVATION EXECUTIVE

Key Responsibilities

1. Reservation Handling

• Handle reservation enquiries through telephone, email, website, online travel agencies, and other booking channels.
• Create and update reservations accurately in the PMS or reservation system.
• Process new bookings, amendments, cancellations, extensions, and no-show reservations.
• Check room availability, rates, packages, and booking conditions before confirming reservations.
• Ensure all guest details, payment information, preferences, and special requests are accurately recorded.
• Follow up on tentative and pending reservations.
• Other jobs may assign by senior or manager from time to time.

2. Customer Service

• Respond promptly and professionally to enquiries.
• Provide accurate information regarding room types, rates, packages, facilities, policies, and availability.
• Assist guests with special requests and arrangements.
• Handle reservation-related complaints professionally and escalate complex matters when necessary.
• Maintain a high standard of telephone and written communication.

3. Reservation Accuracy & Administration

• Ensure all reservations are entered correctly and updated in a timely manner.
• Verify booking details and minimize errors, duplicate bookings, and discrepancies.
• Maintain proper documentation and filing of reservation records.
• Follow company procedures regarding deposits, guarantees, cancellations, and payment terms.
• Protect guest information and maintain confidentiality.

4. Coordination

• Coordinate with Front Office, Sales, Revenue, Housekeeping, Finance, and other departments regarding reservation requirements.
• Communicate VIP bookings, special requests, group bookings, and other important information.
• Assist with group, corporate, and travel-agent reservations when required.

5. Revenue & Inventory Support

• Monitor room availability and booking restrictions.
• Apply approved rates, promotions, packages, and special offers correctly.
• Identify potential opportunities to upsell room types, packages, or additional services.
• Escalate potential overbooking, inventory, or rate discrepancies to the Senior Executive/Manager.

6. Reporting

• Assist in preparing daily and monthly reservation reports.
• Monitor cancellations, amendments, no-shows, and booking trends.

Report reservation discrepancies or operational issues to the Senior Executive or Manager