Reservation Specialist

About the role

The Reservation Executive is responsible for managing global guest inquiries related to room reservations in a professional, courteous, and efficient manner. Duties include processing reservations, responding to guest requests, providing information about the hotel and facilities, and ensuring all reservations are accurately entered into the system.

Key responsibilities

• Handle guest inquiries regarding room availability, rates, and special offers through various communication channels (phone, email, online booking platforms)
• Input and manage individual and group reservations within the hotel's PMS (e.g., Opera, Oasis or other relevant systems)
• Confirm, modify, or cancel reservations based on guest requests and hotel availability
• Ensure that guest information, such as room preferences, payment details, and special requests, is accurately captured in the PMS
• Monitor room availability and ensure maximum occupancy by managing overbooking strategies or adjusting reservations as needed
• Collaborate with the revenue management team to adjust room rates based on demand, ensuring the best revenue outcomes
• Suggest upgrades or alternative room types to guests to optimize revenue and guest satisfaction
• Offer solutions to guest issues related to reservations, such as changes in dates, room types, or special requests, ensuring a positive experience
• Coordinate with the front desk, housekeeping, and other departments to ensure that guest requests are fulfilled
• Run daily and weekly reports from the PMS to check booking trends, cancellation rates, and revenue performance

About you

• Ability to efficiently navigate and operate the hotel's PMS to enter, track, and modify reservations
• Ability to apply rate changes and promotions through the PMS based on hotel policies and revenue management strategies
• Ability to handle billing questions related to reservations, ensuring accuracy in charges and payments processed in the PMS
• Ability to process refunds or credit adjustments in the event of cancellations or changes
• Ability to regularly audit the PMS to ensure accurate reservation data, avoiding duplicate bookings, and maintaining guest history
• Ability to maintain proper records of reservations, cancellations, and no-shows for future reference and reporting