Reservation Associate

Job Details

• Location: Bang Rak, Bangkok
• Working Days: 6 days per week
• Work Arrangement: Hybrid — WFH available

We are seeking a dedicated Reservation Agent to join our team. The ideal candidate will have at least one year of experience in a reservation role, possess strong sales skills, and be proficient in managing reservations across various online channels. The Reservation Officer will play a crucial role in ensuring smooth operations and optimizing reservation management.

Key Responsibilities:

1. Reservation Operations

• Process daily reservations across all booking channels accurately and efficiently.
• Handle reservation inquiries, modifications, extensions, and cancellations in a timely manner.
• Collect payments, verify payment status, and ensure payment information is accurately recorded.
• Coordinate with internal teams, including Guest Operations and Guest Services, to ensure a smooth guest journey.
• Follow reservation procedures and service standards to maintain accuracy and quality.

2. OTA Channel Management

• Manage and update property listings across OTA platforms, ensuring accurate availability, pricing, and property information.
• Ensure room inventory is correctly synchronized across all booking channels.
• Monitor availability, pricing, promotions, and property content to support bookings and revenue.
• Monitor OTA performance and flag any issues or discrepancies to the relevant team.
• Coordinate with OTA account managers to resolve listing issues, mapping errors, or system discrepancies when required.

3. Sales & Closing

• Respond to reservation inquiries and convert leads into confirmed bookings using effective sales techniques.
• Follow up with potential customers to maximize booking conversion.
• Upsell and cross-sell additional services, room types, or upgrades where appropriate.
• Provide accurate pricing information and negotiate within approved company guidelines.

4. Customer Service

• Provide friendly and responsive service to customers throughout the reservation process.
• Respond to customer questions and requests promptly and professionally.
• Handle and resolve basic reservation-related issues, escalating complex cases to the appropriate team when necessary.
• Maintain a positive customer experience and ensure accurate communication throughout the booking journey.

Qualifications:

• Minimum of 1 year of experience in a reservation or similar role.
• High Proficiency in English and Thai (especially written).
• Strong sales skills to secure reservations and driving bookings.
• Experience with managing reservations through various online channels and OTA platforms.
• Excellent organizational and multitasking abilities.
• Proficient in using reservation management software and tools.
• Exceptional customer service skills and a problem-solving mindset.

Preferred Skills:

• Familiarity with property management systems and booking engines.
• Excellent sales and customer service mindset
• Familiarity with the Bangkok condo market is a plus.