Reservation Associate

Key Responsibilities:

• Respond promptly and professionally to incoming reservation inquiries via phone, email, website, and third-party booking platforms.
• Accurately enter and update reservation details in the property management system (PMS).
• Confirm guest reservations, modify bookings upon request, and manage cancellations or no-show records as per company policies.
• Maintain up-to-date knowledge of room types, rates, packages, promotions, and availability.
• Upsell rooms and services where appropriate to maximize occupancy and revenue.
• Collaborate with the Front Office, Sales, Clinical, Wellness and Housekeeping teams to ensure guest preferences and special requests are met.
• Handle group bookings, including blocks, allocations, and special rate codes.
• Monitor and respond to online reviews, messages, or reservation-related comments as instructed.
• Follow procedures for secure handling of payment details and guest information in compliance with data protection laws.
• Prepare reports and summaries of daily reservations, booking trends, and occupancy forecasts as needed.
• Stay informed of local attractions, travel trends, and competitor offerings to answer guest questions confidently.
• Resolve guest complaints or issues related to reservations in a courteous and timely manner, escalating when necessary.
• Participate in training sessions and meetings to stay updated on system changes, promotions, and company policies.

Required Qualifications:

• Bachelor's degree in hotel management (preferred) or equivalent
• Minimum of 12 years experience in a reservations, front office, or customer service role, preferably in the hospitality or travel industry.
• Familiarity with property management systems (e.g., Opera/Wishnet).
• Strong communication skills in English (written and verbal); additional language skills are an advantage.
• Proficiency in MS Office applications (Word, Excel, Outlook).
• Excellent organizational skills and attention to detail.
• Ability to remain calm and professional under pressure or in challenging situations.
• Availability to work flexible hours, including weekends, evenings, and holidays, as required.

Preferred Skills & Attributes:

• Experience with online travel agencies (OTAs) and Property Management System (PMS)
• Sales and upselling techniques.
• Passion for hospitality and creating memorable guest experiences.
• Team player with a positive attitude and strong work ethic.