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Job description

  • Handle all reservation requests received by telephone, email, website, and online travel agents (OTAs).


  • Process new reservations, modifications, cancellations, and special requests accurately.


  • Provide guests with detailed information about room types, rates, promotions, hotel facilities, and services.


  • Upsell room categories, packages, and hotel services to maximize revenue.


  • Ensure reservation details are entered accurately into the Property Management System (PMS).


  • Verify guest information, payment methods, and booking requirements.


  • Respond promptly and professionally to guest inquiries and reservation-related concerns.


  • Coordinate with the Front Office, Housekeeping, Sales, and Revenue teams to ensure smooth guest arrivals.


  • Monitor room availability and report any overbooking or reservation discrepancies.


  • Maintain accurate reservation records and guest profiles.


  • Assist with group bookings and corporate reservations as assigned.


  • Follow hotel policies, procedures, and brand standards.


  • Maintain confidentiality of guest information.


  • Achieve departmental targets for conversion rates, upselling, and guest satisfaction.


  • Perform other duties assigned by the Reservations Supervisor or Reservation Manager.


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