Key Performance Areas:

• Manage hotel reservations and prepare competitive rate proposals.
• Maintain accurate records of guest bookings, payments, and additional information required by hotel colleagues.
• Primarily focus on individual reservations (FIT), with occasional support for group and event bookings.
• Respond to reservation calls courteously and professionally, adhering to hotel standards.
• Promote up-selling opportunities by informing guests of special offers and upgraded room categories.
• Support and maintain an efficient administrative system within the reservations department.
• Ensure timely follow-up on all quotations to maximise revenue.
• Manage room blocks and coordinate group bookings of varying sizes as required.
• Proactively address guest concerns, exercising judgement and escalating issues to management when necessary.
• Communicate special requests or instructions to relevant departments and ensure follow-up.
• Negotiate and quote rates within authorised limits and procedures.
• Prepare arrival packs and guest correspondence for the Front Office team daily.
• Assist with booking transfers and other outlet reservations, liaising with relevant departments.
• Ensure all internal worksheets, such as the PM sheet, Pay Genius payments, and unallocated deposits, are updated daily.
• Attend daily briefings and provide updates on reservations activity.
• Accurately capture and record all bookings.
• Manage guest feedback and liaise with appropriate departments for resolution.
• Respond to all emails within the hotel’s specified response time.
• Complete required reporting, including daily operational updates.
• Process all reservations—via telephone, email, and online—in accordance with established standards.
• Verify that all reservation vouchers are correctly recorded and allocated.

Contact information

Kay-lin