RESERVATION AGENT

• Having full knowledge of the hotel’s reservation procedures and policies.

• Handling all room reservation inquiries via telephone, email, fax, website, and walk-ins.

• Answering telephone calls within 3 rings in a professional and courteous manner.

• Processing FIT, Corporate, Travel Agent, OTA, and Group bookings accurately in the system.

• Updating and confirming reservations on the same day received.

• Following up on tentative bookings and updating reservation status accordingly.

• Upselling rooms and promoting special packages to maximize room revenue and occupancy.

• Ensuring all reservation details are accurate (room type, rate, arrival/departure dates, billing instructions, special requests).

• Checking room availability and advising guests on alternative options when necessary.

• Coordinating with Front Office, Housekeeping, Sales, and Revenue departments regarding room status and special requests.

• Updating daily arrival lists, VIP lists, early arrivals, special requests, and group bookings.

• Reviewing no-show reservations and reporting to the Assistant Reservation Manager.

• Recording and updating Company/Travel Agent rates in the system as instructed.

• Ensuring special handling of VIPs, repeat guests, and long-stay guests.

• Monitoring OTA bookings to avoid errors and unwanted commissions.

• Maintaining proper filing and documentation of all reservation correspondence.

• Handling amendments, cancellations, and modifications promptly and accurately.

• Assisting in preparation of daily, weekly, and monthly reservation reports when required.

• Maintaining neat and organized workstation at all times.

• Performing any other duties as assigned by Assistant Reservation Manager.