Minimum Requirements

• Proficiency in Opera PMS (essential)
• Strong knowledge of Microsoft Office Suite
• Excellent verbal and written communication skills
• Experience managing OTA platforms and responses
• Exceptional attention to detail and organizational skills

Duties and Responsibilities

• Process hotel reservations efficiently, including preparing accurate rate proposals.
• Maintain precise records of guest bookings, payments, and relevant details to support seamless hotel operations.
• Answer reservation inquiries via phone and email in a professional and courteous manner, adhering to company standards.
• Maximize revenue through strategic up-selling of special packages and higher room categories.
• Support and maintain an organized and efficient administrative system within the department.
• Ensure timely follow-ups on quotations to maximize revenue opportunities.
• Manage room blocks and group bookings of varying sizes as required.
• Proactively address and resolve guest concerns, exercising sound judgment and escalating issues when necessary.
• Communicate special requests or guest requirements with relevant departments and ensure follow-ups.
• Establish and quote rates in accordance with the authorized negotiation guidelines.
• Stay well-informed about hotel offerings, packages, and promotions to assist guests effectively.
• Prepare guest arrival correspondence and check-in packs for the Front Office daily.
• Coordinate additional guest services such as transfers and dining reservations by liaising with the appropriate departments.
• Report system discrepancies, overbookings, and rate inconsistencies to the Reservations Manager.
• Ensure optimal utilization of the Property Management System (PMS) and maintain up-to-date knowledge of room types and availability.
• Process invoices, credit card payment links, and follow up on payments to ensure accurate posting.
• Ensure internal worksheets are updated daily, including PM sheets, Pay Genius payments, and unallocated deposits.
• Accurately capture and manage all reservations (telephonic, email, and online) in compliance with standard procedures.
• Address and escalate guest feedback to the appropriate department for resolution.
• Respond to all emails within the required time policy.
• Ensure proper recording and allocation of reservation vouchers.
• Manage the Online Travel Agency (OTA) extranet, ensuring all information is up to date.
• Adhere to quality assurance standards and departmental operating procedures.
• Maintain a professional appearance in accordance with company standards.