Reservations Supervisor/Agent

Job description

Job Description

Handle all reservation requests from individual FIT, groups and companies promptly.
Be the friendly voice on the phone, creating an excellent first impression of Mama.
Manage the reservation mailbox and respond to emails with accuracy.
Monitor and respond to guests’ messengers on Online Travel Agencies (OTA) extranet.
Serve as a key point of contact for guests, providing detailed information about room types, availability, rates, packages, and promotions.
Employ upselling techniques to enhance revenue while tailoring recommendations to guests' needs.
Address guest inquiries and complaints with professionalism, escalating unresolved matters as needed.
Review the previous day's reservation and maintain up-to-date information in the Property Management System (PMS), including special requests, preferences, and group bookings.
Monitor the billing of no-shows and late cancellations.
Collaborate with Front Office and Sales teams to ensure seamless guest check-ins and fulfillment of special arrangements.
Stay informed about hotel services, policies, promotions, and local attractions to deliver engaging guest interactions.
Foster a positive, guest-focused atmosphere with enthusiasm, creativity, and collaboration.
Maintain strict confidentiality on guest information.
Assist the Revenue Manager with reporting, scheduling, and other administrative tasks.

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