Reservation Associate

City Garden Hotel Makati; Makati; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Accommodation discounts

Meal privileges

Job summary

City Garden Hotel Makati seeks a dedicated Reservation Associate to join our hospitality team in Makati City. You will manage bookings across channels, provide accurate information, handle inquiries and coordinate with front desk and housekeeping to ensure seamless guest experiences.

The role emphasizes professionalism, attention to detail and a warm, customer-first approach, supporting occupancy targets and revenue through upselling and precise record-keeping.

Qualifications

• Graduate of any business course; hospitality or tourism qualification is advantageous.
• Previous internship in reservations, guest services or customer-facing role within hospitality.
• Strong communication skills with excellent attention to detail.
• Proficiency in using reservation management systems and computer applications.
• Excellent numeracy with ability to handle payments and calculate rates accurately.
• Fluency in English; additional languages valued.
• Ability to multitask and manage multiple reservations simultaneously with accuracy.
• Professional demeanor with passion for customer service.
• Strong organizational skills and ability to work under pressure.
• Reliability, punctuality and flexibility for shifts including weekends and holidays.

Responsibilities

• Process, confirm and manage guest reservations through multiple channels (phone, email, online platforms, walk-ins).
• Provide accurate information about room types, rates, facilities and packages to guests.
• Handle guest inquiries and special requests with professionalism.
• Update and maintain the reservation system to prevent overbooking.
• Process cancellations and modifications per hotel policy.
• Coordinate with front desk, housekeeping and sales for seamless experiences.
• Upsell room upgrades, packages and services where appropriate.
• Maintain comprehensive records of reservations and preferences.
• Resolve discrepancies and guest complaints with empathy and problem-solving.
• Meet daily, weekly and monthly reservation targets.

Skills

Strong communication skills

Excellent numeracy

Fluency in English

Multitasking ability

Education

Business / Hospitality / Tourism degree

Tools

Reservation system

Office applications

Job description

About the role

City Garden Hotel Makati is seeking a Reservation Associate to join our dynamic hospitality team. This is a full-time position based in Makati City, Metro Manila, where you will be instrumental in delivering exceptional customer service and managing our hotel reservations. As a Reservation Associate, you will be the crucial link between our guests and their stay experience, ensuring every booking is handled with precision, professionalism and warmth. Your role is vital to our operational success and directly impacts guest satisfaction and revenue generation for the hotel.

What you’ll be doing

• Processing, confirming and managing guest reservations through various booking channels including phone, email, online platforms and walk-ins
• Providing accurate information about room types, rates, facilities, amenities and special packages to prospective guests
• Handling guest inquiries and special requests with professionalism and attention to detail
• Updating and maintaining the hotel's reservation system and booking database to ensure accuracy and prevent overbooking
• Processing cancellations and modifications to reservations in accordance with hotel policies
• Coordinating with other departments including front desk, housekeeping and sales to ensure seamless guest experiences
• Upselling room upgrades, packages and hotel services when appropriate
• Maintaining comprehensive records of all reservations and guest preferences
• Resolving reservation discrepancies and handling guest complaints with empathy and problem-solving skills
• Meeting daily, weekly and monthly reservation targets and performance metrics

What we’re looking for

• Graduate of any Business Course; hospitality or tourism qualification is advantageous
• Previous internship in a reservations, guest services or customer-facing role within the hospitality industry
• Strong communication skills, both written and verbal, with excellent attention to detail
• Proficiency in using reservation management systems and computer applications
• Excellent numeracy skills with the ability to handle payments and calculate rates accurately
• Fluency in English; additional language skills are highly valued
• Ability to multitask and manage multiple reservations simultaneously whilst maintaining accuracy
• Professional demeanor with a genuine passion for providing outstanding customer service
• Strong organizational skills and the ability to work efficiently under pressure
• Reliability, punctuality and a flexible approach to shift work including weekends and holidays

What we offer

• Salary and performance-based incentives
• Comprehensive training and ongoing professional development opportunities
• Career progression pathways within the hotel and hospitality sector
• Staff benefits including accommodation discounts and meal privileges
• Friendly and supportive team environment with a commitment to employee wellbeing
• Health and safety support as we prioritize the wellbeing of our team members
• The opportunity to work in a prestigious hotel located in the heart of Makati City

About us

City Garden Hotel Makati is a premier hospitality establishment located in the vibrant business and entertainment district of Makati City. We are committed to delivering exceptional service and creating memorable experiences for our guests from around the world. Our hotel combines comfort, convenience and elegance with a dedicated team that truly cares about guest satisfaction. We value professionalism, integrity and a customer-first approach, and we foster a workplace culture where our team members feel valued, supported and empowered to excel in their roles.