Central Reservations Officer

THE LEGEND HOTELS International Corporation; Pasay; On-site; PHP 240,000 - 320,000; Full time

Job summary

THE LEGEND HOTELS International Corporation, based in Pasay City, Metro Manila, is seeking a Central Reservations Officer to manage reservations, handle inquiries, and optimize occupancy with excellent service standards.

You will coordinate across departments, maintain inventory knowledge, and upsell packages while ensuring accurate processing and guest satisfaction.

Qualifications

• High school diploma or equivalent qualification; post-secondary hospitality training preferred.
• Experience in hotel reservations, travel agency, or customer service within hospitality and tourism.

Responsibilities

• Answer inquiries via telephone, email, and online channels with accurate information on rooms, amenities, rates, and offers.
• Process and confirm reservations accurately in hotel systems, ensuring all details are recorded.
• Handle modifications and cancellations professionally and courteously.
• Promote special packages and hotel services to increase revenue and bookings.
• Coordinate group and corporate bookings with relevant departments for seamless arrangements.
• Maintain knowledge of inventory, rates, and availability across channels.
• Liaise with front desk and housekeeping to ensure guest satisfaction.
• Process payments and manage deposit handling per hotel policy.
• Keep detailed reservation records and communications for audit trails.
• Provide exceptional customer service to resolve guest concerns promptly.

Skills

Customer service

English fluency

Communication

Numerical accuracy

Organizational skills

Upselling

Problem solving

Reservation handling

Multitasking

Attention to detail

Education

High school diploma

Hospitality training/certification

Tools

CRS

PMS

Job description

About the role

THE LEGEND HOTELS International Corporation is seeking a dedicated and customer-focused Central Reservations Officer to join our dynamic hospitality team. This is a full-time position based in Pasay City, Metro Manila, where you will be at the heart of our guest experience, managing reservations and ensuring every booking is handled with excellence and attention to detail. As a Central Reservations Officer, you will play a vital role in maximising occupancy rates whilst maintaining the high service standards our guests expect from THE LEGEND HOTELS International Corporation.

Key responsibilities

• Answering and responding to telephone, email, and online enquiries from potential guests, providing accurate information about room types, amenities, rates and special offers
• Processing and confirming reservations accurately within hotel systems, ensuring all booking details are correctly recorded and communicated
• Handling modifications and cancellations of existing reservations with professionalism and courtesy
• Promoting special packages, packages and hotel services to increase revenue and enhance the guest booking experience
• Managing group and corporate booking enquiries, coordinating with relevant departments to ensure seamless arrangements
• Maintaining comprehensive knowledge of room inventory, rates, and availability across all reservation channels
• Liaising with front desk and housekeeping departments to ensure operational coordination and guest satisfaction
• Processing payments and managing reservation deposits in accordance with hotel policies
• Maintaining detailed records and documentation of all reservations and guest communications
• Providing exceptional customer service to resolve guest concerns and complaints promptly and professionally

What we're looking for

• High school diploma or equivalent qualification, with post-secondary hospitality training or certification preferred
• At least 1 year of experience in a hotel reservations, travel agency, or customer service role within the hospitality and tourism industry
• Proficiency in using central reservation systems (CRS) and property management systems (PMS)
• Excellent command of English, both written and verbal, with the ability to communicate clearly and professionally with guests from diverse backgrounds
• Strong numerical accuracy and attention to detail when processing reservations and financial transactions
• Outstanding customer service skills with a genuine passion for delivering exceptional guest experiences
• Proficiency in computer systems and familiarity with multiple online booking platforms and reservation channels
• Excellent telephone etiquette and the ability to remain calm and patient under pressure during peak booking periods
• Strong organizational skills with the ability to manage multiple reservations and inquiries simultaneously
• Knowledge of hotel operations, room types, facilities, and services that enhance the ability to upsell and promote offerings
• Problem-solving mindset with the ability to think creatively to resolve guest concerns and maximize revenue opportunities