Job Description
Acts as the primary liaison between potential guests and the hotel's booking system, managing reservations, guest communications, and coordination with internal departments to ensure seamless guest experiences and optimized occupancy.
Key Responsibilities
Reservation Management
Manage inbound reservations via phone, email, and online channels; confirm dates, room types, rates, and special requests.
Input, update, and maintain reservation details in PMS or CRS systems; log cancellations, modifications, and guest information.
Track room inventory, maintain availability, and yield manage where necessary.
Communication & Customer Service
Provide prompt, courteous responses to inquiries regarding availability, rates, policies, and hotel offerings.
Handle guest complaints or special requests, coordinating effectively across housekeeping, front desk, or other relevant teams.
Sales & Revenue Enhancement
Promote room upgrades, packages, and add-ons to maximize revenue per available room (RevPAR).
Generate and analyze reports on booking patterns, occupancy, cancellation trends, and booking performance.
Internal Coordination & Reporting
Collaborate closely with Front Office, Housekeeping, Sales, and Events teams to align guest arrival preparations and package promotions.
Prepare daily expected-arrival lists, advance deposit tracking, and reservation audits.
Administrative & System Duties
Maintain accurate guest profiles, reservation logs, and confirmations.
Perform daily, weekly, and monthly audits to ensure data integrity and compliance
