Job Description

Job Summary:

The Reservations Executive – serves as the central communication hub of the hotel, providing guests with prompt, professional and personalized assistance through phone, email and messaging channels. Focused on delivering a seamless and service-driven experience, the Reservations Executive handles a range of enquiries, service coordination and reservations support. With a strong emphasis on reservations operations, this role is essential in upholding the hotel’s service standards from pre-arrival to post-departure.

Primary Responsibilities:

• Answer all incoming guest calls promptly and professionally, providing accurate information and warm service.
• Handle a wide range of guest requests, from in-room services and amenities to hotel facilities, wake-up calls, message handling, and more.
• Monitor and manage the hotel’s telephone lines, ensuring busy or unanswered calls are followed up promptly.
• Coordinate guest service requests with relevant departments (Housekeeping, Engineering, Concierge, Bell Desk, Front Office).
• Record and relay messages clearly and accurately, following up to ensure completion.
• Manage basic reservations, including new bookings, amendments, cancellations and special requests.
• Maintain a service-focused tone in all guest interactions, even in high-pressure situations.
• Stay updated on hotel services, room types, promotions and local information to support guest enquiries.
• Collaborate with Front Office to ensure seamless pre-arrival and in-house experiences.
• Ensure the work area is well-organized; reports and records are completed accurately and timely.
• Supervise day-to-day Reservations operations and render assistance and guidance to the junior team members.

Requirements:

• Diploma in Hospitality Management or equivalent.
• Minimum 2 years’ experience in hospitality or customer service roles.
• Strong communication, problem-solving and coordination skills.
• Proficient in Opera PMS and reservations systems.
• Flexibility to work varied shifts, including weekends and public holidays.

Job Requirements