Reservation Officer

Key Result Areas

• Supervise and coordinate the daily activities of the reservation team to ensure smooth and efficient operations at all times.

• Respond promptly, professionally, and accurately to all reservation enquiries and correspondence.

• Ensure that all reservation information is correctly entered into the hotel reservation system within the required timeframe.

• Maintain and regularly update the reservation database to ensure all information remains accurate and current.

• Ensure that all contract rates and room allotments are updated and properly maintained in the system.

• Monitor room inventory closely to maximise hotel occupancy and revenue opportunities.

• Control and manage the hotel’s overbooking status to ensure it remains within approved limits.

• Organise and maintain an efficient tracing and filing system for all reservation documents and records.

• Participate actively in the preparation of the three-month forecast reports.

• Maximise hotel room revenue by effectively upselling hotel rooms, products, and services.

• Ensure all departmental reports are prepared accurately, completed on time, and distributed to the relevant departments.

• Train, coach, support, and develop subordinate employees to enhance their performance and professional growth.

General Responsibilities

• Promote a positive working environment and team spirit by maintaining professional and effective relationships with colleagues.

• Carry out any additional duties assigned by supervisors or management.

• Provide constructive suggestions and recommendations to improve hotel operations and service standards.

• Maintain full knowledge of all health and safety procedures, including fire and emergency protocols.

• Maintain high standards of personal grooming, hygiene, appearance, uniform presentation, and professional conduct.

• Demonstrate professionalism, courtesy, and politeness in all situations to uphold the hotel’s image and reputation.

• Attend all required meetings, training sessions, and development programmes as directed by supervisors.

• Ensure that all duties and responsibilities are performed honestly, ethically, and in compliance with local laws and hotel policies.

Performance Evaluation Criteria

• Achievement of hotel yield targets and average room rates in line with budget expectations.

• Timely preparation and accuracy of departmental reports.

• Effectiveness in staff training, coaching, and employee development.

Education and Qualification

·         Secondary education qualifications plus technical certification or diploma.

Desirable Job Skills

• Ability to prepare reports in English.

• Good telephone etiquette and communication skills.

• Proven track record in a hotel of similar standard and capacity.