Job description for Reservation Officer at PT. YOLLA INVESTMENT GROUP
1. Handle reservations via phone, email, online booking platforms, and direct inquiries.
2. Enter and maintain accurate booking details in the property management system (Bookandlink).
3. Prepare for daily arrivals to ensure guest satisfaction (VIPs, Owners, special requests, packages/promotions, amenities, room type, rates).
4. Review daily departures to ensure proper billing.
5. Participate in yield management strategies and monitor OTA bookings to maximize occupancy and revenue.
6. Assist with group reservations, set up group billing profiles, and confirm group billing during their stay.
7. Coordinate with the Operations Department on room blocks, early arrivals, VIP guests, and special cleaning requests.
8. Use suggestive selling techniques to upsell room types and promote other services.
9. Track and update records of early arrivals, late departures, room moves, repeat guests, VIPs, and special requests.
10. Maintain clear communication with all departments regarding availability, arrivals, departures, and special requests.
11. Assist with reservations-related reporting (daily, weekly, monthly occupancy, etc).
12. Maintain a high level of customer service at all times and ensure all guest requests/issues are resolved promptly.
13. Support departmental training efforts as required.
14. Read daily log books/emails to remain updated on arrivals, departures, events, and operational needs.
15. Perform any additional duties as assigned by the Reservations Manager or Supervisor.
