Specialist Reservations

Under the general guidance of the Reservations Supervisor or any other person authorized by management, handle all room reservation inquiries in accordance with the required standard, maintain accurate and complete records of all reservations, and take advantage of every opportunity to maximize the hotel’s revenue potential through upselling and increasing the length of stay.

• Responsible for maximizing revenue by converting reservation inquiries in line with the hotel’s sales strategy and delivering an excellent standard of customer service.

• Respond to all incoming reservation inquiries, whether by phone or email, in a timely manner in accordance with the department’s agreed standards, and convert them into bookings whenever possible.

• Be fully familiar with the operation, functionality, and required standards for using Opera Cloud and Delphi.

• Comply with rate and minimum stay sales strategies as implemented by the revenue team, always aiming to achieve the greatest possible revenue advantage for the hotel.

• Enter reservations into the booking system, ensuring that all details are accurate and complete in accordance with the department’s agreed standards.

• Update any special requests and billing details in Opera Cloud.

• Provide a courteous and friendly response to all telephone inquiries.

• Be fully informed about the hotel’s facilities and communicate this information to guests, maximizing hotel revenue by taking advantage of all opportunities to sell hotel products and services whenever possible.

• Identify potential sales opportunities for the sales team to develop future accounts.

• Ensure a high level of interpersonal skills, accuracy, attention to detail, and a positive attitude.

• Provide friendly, attentive, and courteous service.

• Maintain a positive attitude and attention to detail throughout the shift.

• As an important part of the team, assist colleagues who require support, both within the department and in other departments.

• Remain calm during busy periods to work efficiently and request assistance when necessary.

• Carry out any other reasonable duties assigned by the supervisor or manager.

• We recognize that we are in the hospitality industry, which may require providing lateral service. At times, each team member may be asked to perform various related tasks as needed in order to deliver exceptional customer service.