Be the Heart of Hospitality: Reservations Executive

Do you thrive in a fast-paced environment and enjoy exceeding guest expectations?

We are seeking a passionate and detail-oriented Reservations Executive to join our dynamic team.

Benefits:

Flexible Benefit

Birthday Leave

Special staff rates for F&B and Accommodation under MHR portfolio

Staff meals provided

Job Description:

1.      Reservation Management

o   Manage guest reservations via phone, email, and online booking systems, ensuring all bookings are correctly entered and confirmed.

o   Assist guests with inquiries about room availability, rates, and special packages.

o   Coordinate with the Sales and Marketing team to ensure proper handling of group bookings, special requests, and VIP guests.

2.      Guest Relations

o   Address guest inquiries, concerns, or complaints in a professional, courteous, and timely manner.

o   Provide recommendations for hotel services, local attractions, and dining options to enhance guest experience.

o   Handle special requests (e.g., room preferences, transportation arrangements, etc.) and ensure guests' needs are met promptly.

3.      Guest Tele-Communication

o   Handling incoming and outgoing calls for both in-house and external guests.

o   Take accurate messages for guests and ensure they are delivered promptly to the appropriate to the intended recipient.

o   Assist with guest requests, such as wake-up calls, room service orders and/or information about hotel services, ensuring they are processed efficiently.

o   Communicate guest requests, concerns and/or maintenance issues to the appropriate department to ensure quick resolution.

4.      Coordination with Hotel Departments

o   Maintain clear and open communication with other hotel departments (Housekeeping, F&B, Maintenance, etc.) to ensure a seamless guest experience.

o   Provide updates on guest arrivals, departures, or any special requirements to relevant team members.

5.      Safety & Security

o   Ensure the security of guest information, key cards, and personal belongings.

o   Monitor hotel access and report any suspicious activities to security staff.

o   Assist in emergency situations, providing guidance to guests and staff as needed.

6.      Upselling & Revenue Enhancement

o   Upsell hotel services, including room upgrades, dining options, spa services, and excursions to enhance revenue.

o   Promote special packages, promotions, and loyalty programs to guests during check-in or through communication.

7.      Others:

o   Any other duties that may be assigned by the Management from time to time.

Skills and Qualifications

Proficiency in hotel management software (e.g., Opera, Fidelio, etc.) and Microsoft Office Suite.

Strong communication skills in English (additional languages are an asset).

Excellent interpersonal skills with the ability to handle guests’ requests, complaints, and inquiries professionally.

Ability to maintain accuracy in reservations, billing, and guest records.

Capable of handling multiple tasks simultaneously in a fast-paced environment.

Ability to handle difficult situations with a calm, professional approach.