Handle inbound and outbound reservation calls, emails, and online inquiries. Create, modify, and cancel reservations accurately in the PMS. Promote room types, packages, upgrades, and special offers to maximize revenue. Upsell and cross-sell services in line with revenue strategies. Provide accurate information about room availability, rates, facilities, and policies. Respond promptly and professionally to guest inquiries and complaints. Ensure a positive guest experience from first contact to confirmation. Maintain accurate guest profiles and reservation details. Ensure all reservations comply with rate codes, contracts, and promotions. Coordinate with Front Office, Sales, and Revenue teams on special requests. Follow reservation procedures, brand standards, and SOPs. Adhere to payment, cancellation, and no-show policies. Ensure data privacy and confidentiality at all times.

Desired Candidate Profile

• Bachelor's degree in Hospitality Management or related field.
• 1-2 years of experience in hotel reservations or front office; supervisory experience is an advantage.
• Strong knowledge of PMS (e.g., Opera).
• Excellent communication and customer service skills.
• Strong analytical and organizational abilities.
• Ability to multitask and work under pressure.
• Proficiency with Microsoft Office and reservation-related technologies.