RESERVATION ASSOCIATE

Britehouse Corporation; Makati; On-site; PHP 201,000 - 312,000; Full time

Job summary

Britehouse Corporation in Makati seeks a reservations specialist to handle inquiries via phone, email, or online channels, providing information on room availability, rates, packages, and amenities, and assisting guests in making reservations based on their preferences.

You will input bookings accurately into the hotel’s reservation system, confirm details with guests, coordinate with front office, and identify upsell opportunities to enhance guest experience and hotel revenue.

Responsibilities

• Handle incoming reservation inquiries via phone, email, or online channels, providing information about room availability, rates, packages, and amenities, and assisting guests in making reservations based on their preferences and requirements.
• Accurately input reservation details into the hotel’s reservation system, including guest information, room preferences, special requests, and payment details, ensuring completeness and correctness of reservation records.
• Assist guests with inquiries, requests, or changes to existing reservations, including modifications to booking dates, room types, or special accommodations, and provide solutions to ensure guest satisfaction and retention.
• Promote hotel services, amenities, and packages to guests during the reservation process, identifying opportunities for upselling or cross-selling to enhance the guest experience and maximize revenue for the hotel.
• Confirm reservations with guests via email or phone, providing confirmation details, reservation policies, and relevant information to ensure guests have all necessary information for their upcoming stays.
• Communicate effectively with other hotel departments, including front office, housekeeping, and sales, to coordinate room assignments, special requests, and guest preferences, ensuring seamless guest experiences from booking to check-out.
• Address guest concerns or issues related to reservations, such as discrepancies, cancellations, or special requests, and work with relevant departments to resolve problems promptly and satisfactorily.
• Support the hotel’s sales and revenue management efforts by identifying opportunities for room sales, optimizing occupancy, and implementing strategies to maximize room revenue and profitability.
• Maintain accurate records of reservation activities, including guest profiles, booking statistics, and revenue reports, and generate reservation-related reports as needed for management analysis and decision-making.

Job description

Reservation management

Handle incoming reservation inquiries via phone, email, or online channels, providing information about room availability, rates, packages, and amenities, and assisting guests in making reservations based on their preferences and requirements.

Booking processing

Accurately input reservation details into the hotel’s reservation system, including guest information, room preferences, special requests, and payment details, ensuring completeness and correctness of reservation records.

Guest assistance

Assist guests with inquiries, requests, or changes to existing reservations, including modifications to booking dates, room types, or special accommodations, and provide solutions to ensure guest satisfaction and retention.

Upselling and promotion

Promote hotel services, amenities, and packages to guests during the reservation process, identifying opportunities for upselling or cross-selling to enhance the guest experience and maximize revenue for the hotel.

Confirmation and follow-up

Confirm reservations with guests via email or phone, providing confirmation details, reservation policies, and relevant information to ensure guests have all necessary information for their upcoming stays.

Communication

Communicate effectively with other hotel departments, including front office, housekeeping, and sales, to coordinate room assignments, special requests, and guest preferences, ensuring seamless guest experiences from booking to check-out.

Problem resolution

Address guest concerns or issues related to reservations, such as discrepancies, cancellations, or special requests, and work with relevant departments to resolve problems promptly and satisfactorily.

Sales support

Support the hotel’s sales and revenue management efforts by identifying opportunities for room sales, optimizing occupancy, and implementing strategies to maximize room revenue and profitability.

Reporting and record keeping

Maintain accurate records of reservation activities, including guest profiles, booking statistics, and revenue reports, and generate reservation-related reports as needed for management analysis and decision-making.