Reservation & E-commerce

Key Responsibilities

• Strong in VHP (Visual Hotel Program) and STAAH.
• Handle all reservation inquiries via phone, email, OTA extranets, and other booking channels.
• Process, modify, and cancel room reservations accurately in the Property Management System (PMS).
• Ensure all reservation details, guest preferences, and special requests are recorded correctly.
• Confirm reservations and communicate booking details to guests promptly.
• Monitor room availability, occupancy levels, and booking pace.
• Maximize room revenue by promoting room upgrades, packages, and hotel services.
• Coordinate with Front Office, Housekeeping, Sales, and Revenue teams regarding arrivals, departures, group bookings, and special requests.
• Maintain accurate reservation records and prepare daily reservation reports.
• Monitor OTA bookings and ensure rate parity and inventory accuracy.
• Respond to guest inquiries regarding room rates, hotel facilities, promotions, and policies.
• Handle reservation-related complaints professionally and escalate issues when necessary.
• Ensure compliance with hotel policies, reservation procedures, and data confidentiality.
• Assist in achieving departmental revenue and guest satisfaction targets.
• Perform other duties assigned by the Reservation Supervisor or Front Office Manager.