Reservationist at Galaxy La-Palm Royal Resort

Job Responsibilities

• Manage room reservations through telephone, email, hotel website, walk-ins, and Online Travel Agencies (OTAs).
• Respond promptly and professionally to guest enquiries regarding room availability, rates, packages, and hotel facilities.
• Maintain accurate reservation records, room inventory, rates, cancellations, and amendments using the hotel’s PMS.
• Coordinate with Front Office, Housekeeping, Sales, and Accounts to ensure smooth guest arrivals and departures.
• Handle booking confirmations, modifications, cancellations, and special guest requests.
• Monitor and manage OTA bookings to ensure accurate room availability and rates.
• Promote room upgrades and other hotel services where appropriate.
• Provide excellent customer service in line with luxury five-star hotel standards.
• Prepare reservation reports and follow up on pending bookings and payments.
• Resolve reservation-related issues professionally and escalate complex matters to the appropriate supervisor.

Key Skills Required

• Excellent communication and customer service skills.
• Good knowledge of hotel reservation procedures and PMS.
• Strong practical experience with OTAs and online booking platforms.
• Excellent attention to detail and accuracy.
• Good telephone and email etiquette.
• Strong organizational and multitasking skills.
• Good sales and upselling skills.
• Previous experience in a four- or five-star hotel is highly preferred.