Reservation Associate

City Garden Grand Hotel; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

City Garden Grand Hotel in Makati invites a dedicated Reservation Associate to join our guest-focused team. You will manage bookings across channels, respond to enquiries, and ensure seamless reservation processes.

In a fast-paced hospitality environment, you will collaborate with front desk and housekeeping to optimize occupancy, handle payments, and deliver outstanding service that drives guest satisfaction and revenue. Strong communication and teamwork are essential.

Qualifications

• Excellent written and verbal communication with strong grammar.
• Organized with the ability to manage multiple reservations.
• Proactive problem solving and flexible in a fast-paced setting.
• Collaborative mindset and team-oriented approach.

Responsibilities

• Process and manage guest reservations through multiple channels (phone, email, online, in-person).
• Provide information on room types, rates, facilities, and offers to guests.
• Maintain accurate reservation records in the system.
• Handle modifications, cancellations, and special requests professionally.
• Coordinate with housekeeping, front office, and concierge for smooth arrivals.
• Follow up with guests prior to arrival to confirm bookings.
• Process payments and manage deposits securely.
• Monitor availability and suggest alternatives to maximize occupancy.
• Deliver exceptional customer service and build relationships with guests and partners.

Skills

Communication

Time management

Problem solving

Team player

Job description

About the role

We are seeking a dedicated and customer-focused Reservation Associate to join the team at City Garden Grand Hotel in Makati City, Metro Manila. This is a full-time position that plays a crucial role in our guest experience journey. As a Reservation Associate, you will be the first point of contact for our guests, responsible for managing bookings, responding to enquiries, and ensuring seamless reservation processes. This role is essential to our hotel's operations, directly impacting guest satisfaction and revenue generation. You will work in a fast-paced hospitality environment where attention to detail and excellent communication skills are paramount.

Key responsibilities

• Process and manage guest reservations through multiple channels including telephone, email, online booking systems and in-person inquiries

• Provide accurate information about room types, rates, facilities, amenities and special offers to prospective guests

• Maintain detailed and accurate records of all bookings in the hotel's reservation system

• Handle guest modifications, cancellations and special requests with professionalism and efficiency

• Coordinate with other hotel departments including housekeeping, front office and concierge to ensure smooth guest arrivals

• Follow up with guests prior to their arrival to confirm bookings and address any concerns or requirements

• Process payments and manage reservation deposits securely

• Monitor room availability and work to maximize occupancy rates by suggesting alternative dates or room options when needed

• Provide exceptional customer service and build strong relationships with guests and travel partners

What we're looking for

• Strong communication skills, both written and verbal, with excellent grammar and attention to detail

• Excellent organizational and time management skills with the ability to prioritize multiple tasks simultaneously

• Strong problem-solving abilities and a flexible approach to work

• Ability to work in a team environment and contribute positively to a collaborative workplace culture