Key Responsibilities:

Handle telephone and email enquiries, accept reservations, and input booking details accurately into the hotel's PMS (Opera)

Provide professional, friendly, and efficient service to guests, clients, and callers to create a positive hotel image

Ensure all reservation details, guest information, and payment guarantees are recorded correctly in the system

Respond to reservation enquiries and emails promptly and ensure all bookings are processed without backlog

Maintain accurate guest histories and reservation records to support personalized guest service

Upsell rooms and promote hotel services to maximize occupancy and revenue

Communicate closely with Front Office and Sales & Marketing teams regarding enquiries, bookings, and guest requirements

Monitor room availability, manage cancellations, and follow hotel procedures for reservations, cancellations, and no-shows

Ensure proper documentation and filing of reservation records, travel agent information, and correspondence

Handle guest requests, provide information about hotel facilities, and maintain the confidentiality of guest information at all times

Qualifications:

Minimum Diploma in Hospitality, Tourism, Business Administration, or related field

Previous experience in reservations, front office, or customer service in the hospitality industry is an advantage

Familiarity with hotel PMS systems (Opera preferred) and Microsoft Office

Strong communication and interpersonal skills with a customer-focused approach

Ability to handle multiple enquiries and work efficiently in a fast-paced environment

Good attention to detail and organizational skills

Ability to work independently and as part of a team

Willingness to work shifts, weekends, and public holidays if required