Boutique Reservations & Guest Experience Specialist

Hospitality; Lombok; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

Kanalla Boutique Hotel in Kuta, Lombok is seeking a Reservation Agent to manage guest bookings across OTA platforms and direct channels, ensuring seamless guest experiences from first contact.

You will operate GuestPro PMS, update OTA extranets, send personalized pre- and post-stay messages, respond to guest inquiries within 24 hours, and support dynamic pricing while upselling upgrades and experiences to confirmed guests.

Qualifications

• Minimal D3 / S1 in Hospitality, Tourism, or related field.
• Minimal 1 year experience in reservations or front office.
• Familiar with GuestPro PMS.
• Familiar with OTA Extranets — Booking.com, Agoda YCS, Airbnb.
• Excellent English — written and spoken (mandatory).
• Detail-oriented, organised, and guest-focused.
• Strong written communication for guest messaging and review replies.
• Willing to work shifts including weekends and public holidays.

Responsibilities

• Manage all reservations via OTA platforms (Booking.com, Agoda, Airbnb) and direct channels.
• Operate GuestPro PMS for all reservation entries, rate management, and reporting.
• Update and manage OTA Extranets daily — rates, availability, and promotions.
• Send personalised pre-stay messages to 100% of arriving guests.
• Send post-stay thank-you messages and invite guests to leave reviews.
• Reply to all OTA guest messages and reviews within 24 hours.
• Support dynamic pricing updates across all channels.
• Upsell room upgrades, spa, tours, and transportation to confirmed guests.
• Prepare daily arrivals report and coordinate with all departments.

Skills

Excellent English

Written communication

Guest-focused

Detail-oriented

Organised

Education

D3/S1 in Hospitality or related field

Tools

GuestPro PMS

OTA Extranets

Booking.com

Agoda

Airbnb

Job description

Kanalla Boutique Hotel in Kuta, Lombok is seeking a Reservation Agent to manage guest bookings across OTA platforms and direct channels, ensuring seamless guest experiences from first contact.

You will operate GuestPro PMS, update OTA extranets, send personalized pre- and post-stay messages, respond to guest inquiries within 24 hours, and support dynamic pricing while upselling upgrades and experiences to confirmed guests.