About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Summary</b></H2> </div><div><p>The Reservation Officer manages booking requests from guests and partners, ensuring accurate system input and up-to-date room availability across platforms. They support revenue targets through promotional packages and upselling, while adhering to policies, quality standards, and maintaining confidentiality of guest information.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><ul style="list-style-type:disc"> <li><span>Attend to enquiries through Reservation’s hotline and email, adhering to brand service standards</span></li> <li><span>Attend to reservations made through online travel agents (OTAs) & Brand Website booking engines</span></li> <li><span>Achieve target conversion of enquiries to materialized bookings</span></li> <li><span>Perform reservations in a timely and efficient manner, upselling higher category rooms where possible</span></li> <li><span>Assist to update OTAs & Brand Website booking engines’ inventory and update Reservations Manager on status</span></li> <li><span>Submit reports (Daily Reports, month-end reports etc.) in a timely manner</span></li> <li><span>Ensure adherence by Sales & Marketing team to Policies and Procedures of Reservations</span></li> <li><span>Make sure that files/e-files are kept up to date</span></li> <li><span>Promote goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees</span></li> <li><span>Perform other ad-hoc duties as assigned</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key Qualification</b></H2> </div><div><ul style="list-style-type:disc"> <li><span>Professional Certificate/Nitec, Diploma, Hospitality/Tourism/Hotel Management or equivalent</span></li> <li>Proven experience as hotel reservation agent, concierge, or experience in customer service role is an advantage</li> <li>Must have strong customer service skills</li> <li>Must have strong verbal and written communication skills</li> <li><span>Understanding of</span><span> hotel revenue management</span></li> </ul></div></div></div>