RESERVATIONS AGENT

Reservation Management

· Process room reservations received via telephone, email, online channels, travel agents, and corporate accounts.

· Update, amend, and cancel reservations accurately in the Property Management System(PMS).

· Verify room availability, rates, and booking details.

· Maintain accurate reservation records and guest profiles.

Guest& Customer Service

· Respond professionally to reservation enquiries from guests, travel agents, corporate clients, and other booking sources.

· Provide accurate information on room types, rates, promotions, and hotel facilities.

· Handle special guest requests and ensure proper follow-up.

Coordination with Internal Departments

· Coordinate closely with Front Office regarding arrivals, departures, VIP guests, and room availability.

· Liaise with Housekeeping on room readiness when required.

· Coordinate with Sales & Marketing on group bookings and allotments.

· Work with Finance on deposits, billing instructions, and prepayment arrangements.

Group Reservations

· Support the processing and coordination of group reservations.

· Monitoring room lists, billing requirements, and special arrangements.

· Ensure reservation details are communicated accurately to operational departments.

Reservation Administration

· Maintain proper filing and documentation of reservation records.

· Prepare reservation-related reports and room forecast information.

· Monitor daily arrivals, departures, cancellations, and no-show bookings.

· Ensure all reservation activities comply with hotel policies and procedures.

Complaint Handling

· Handle reservation-related enquiries and complaints professionally.

· Escalate unresolved issues to the Front Office Manager when necessary.

Other Duties

· Perform any other duties assigned by Management.