Reservations Officer

Job Overview

The Reservations Officer will manage communications related to guest bookings from multiple channels such as email, telephone, and central reservation systems. This role involves creating and updating reservation records organized typically by arrival date and alphabetical order. Confirmations are prepared and cancellations or amendments are processed promptly. Additional responsibilities include preparing arrival lists for front office staff, supporting preregistration processes, and handling advance deposit payments.

Key Responsibilities

• Handle reservation requests via mail, telephone, central systems, and referrals.
• Coordinate bookings from sales, other hotel departments, corporate clients, and travel agents.
• Maintain knowledge of room types, layouts, availability, rates, and package details.
• Understand and apply hotel credit policies for reservation coding.
• Establish and update reservation records by arrival date and alphabetically.
• Set room rates according to hotel sales strategies.
• Prepare confirmation letters and communicate reservation details to front desk operations.
• Process booking cancellations and modifications, ensuring the front desk is informed immediately.
• Adhere to hotel policies regarding guaranteed bookings and no-shows.
• Manage advance deposits related to reservations.
• Monitor and report on future room availability based on reservations.
• Generate expected arrival lists for front office reference.
• Provide assistance with preregistration as required.
• Maintain daily correspondence, respond to enquiries, and facilitate reservations.
• Keep records and files current and organized.
• Maintain a clean workspace and professional appearance.
• Foster positive relationships by demonstrating courtesy and helpfulness to guests, management, and colleagues.
• Stay informed about front office procedures.
• Follow health, safety, fire, and emergency protocols diligently.
• Support management by performing reasonable duties across departments as assigned.
• Perform additional ad hoc tasks as required.

Candidate Requirements

• Diploma in Tourism and Hospitality or an associated discipline.
• Preferably a minimum of one year of relevant experience.
• Strong interpersonal and communication skills to effectively engage with staff and guests at all levels.
• Capability to multitask, prioritize, and adhere to deadlines within a dynamic environment.