Reservations Agent

MicroSourcing; Philippines; On-site; PHP 360,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Collaborative work environment

Job summary

MicroSourcing in Quezon City, Metro Manila, Philippines, is hiring a Reservations Agent for on-site, shifting roles. You will handle room reservations, upsell services, and maintain accurate rate loading with the Revenue Centre.

The position offers competitive rewards, healthcare from day one, and opportunities for career growth in a collaborative, inclusive team that values work-life balance and learning.

Responsibilities

• Maximise rooms revenue through upselling of rooms and hotel facilities, while making reservations.
• Champion accurate and timely rate loading for all contracted segments.
• Take ownership and follow up on in‑house pseudo accounts to keep to a minimum.
• Ensure all refunds, no shows and deposits are handled accordingly to standards.
• Maintain an accurate events calendar for each market to assist with yield and pricing principles.
• Load and adjust wholesale/promotional allotments with appropriate release dates in partnership with the revenue management team.
• Monitor and load all group wash and materialization to best optimize inventory controls.
• Champion OTA market manager connectivity including updating of content in conjunction with Marketing and Revenue priorities.
• Content – champion current and relevant content updates across hotel brand sites, OTA sites and third-party sites.
• Ensure accurate set up and use of PMS segmentation, source codes to optimize system data integrity.
• Maintain a regular cycle of briefings with each hotel around packages and promotions as well as group movements.
• Champion regular reporting needs including but not limited to rate code production and account volume.
• Maintain call conversion measurements and accurately track index.

Job description

Discover your 100% YOU with MicroSourcing!

Location: Quezon City, Metro Manila, Philippines
Employment type: Full-Time
Work setup: On-Site, Shifting

Position

Reservations Agent

Benefits

• Competitive Rewards: above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribution to a positive and engaging work environment by participating in company-sponsored events and activities
• Work‑Life Harmony: Balance between work and life with flexible work arrangements
• Career Growth: Opportunities for continuous learning and career advancement
• Inclusive Teamwork: Part of a team that celebrates diversity and fosters an inclusive culture

Key Roles & Responsibilities

Financial Returns

• Maximise rooms revenue through upselling of rooms and hotel facilities, while making reservations.
• Champion accurate and timely rate loading for all contracted segments.
• Take ownership and follow up on in‑house pseudo accounts to keep to a minimum.
• Ensure all refunds, no shows and deposits are handled accordingly to standards.
• Maintain an accurate events calendar for each market to assist with yield and pricing principles.
• Load and adjust wholesale/promotional allotments with appropriate release dates in partnership with the revenue management team.
• Monitor and load all group wash and materialization to best optimize inventory controls.
• Champion OTA market manager connectivity including updating of content in conjunction with Marketing and Revenue priorities.
• Content – champion current and relevant content updates across hotel brand sites, OTA sites and third-party sites.
• Ensure accurate set up and use of PMS segmentation, source codes to optimize system data integrity.
• Maintain a regular cycle of briefings with each hotel around packages and promotions as well as group movements.
• Champion regular reporting needs including but not limited to rate code production and account volume.
• Maintain call conversion measurements and accurately track index.

People

• Promote teamwork and quality service through daily communication and coordination with other departments.
• Actively participate in required training sessions and ensure that any pre and post‑course work is completed by the due date.
• Adhere to standards for presentation, grooming and punctuality.
• Perform detailed shift handover with oncoming shift where required.
• Develop and maintain cohesive working relationships within immediate team, and wider hotel teams.
• Cooperate, coordinate and communicate with other hotel departments as required.
• Attend and participate in department briefings, meetings, and training sessions as scheduled.
• Ensure the workspace is tidy and consider WH&S compliance.
• Communicate to his/her supervisor any difficulties with service, guest comments and other relevant information; follow complaint handling procedures for prompt resolution of challenges.

Guest Experience

• Assist in the efficient day‑to‑day operation of the Revenue Centre.
• Optimise hotel occupancy and average rate under the guidance of the Revenue Centre Operations Manager.
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity paying regard to the importance of rewards & loyalty members and other VIPs.
• Assist each hotel by highlighting and recognising VIPs and loyalty members through in‑house reporting, comments and updating comments in PMS and merging guest profiles.
• Respond to guest reservation needs and resolve related problems in an appropriate timeframe with acceptable service recovery.
• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests.
• Attend all guest queries and requests promptly, for example providing confirmation information, follow up on room allocation requests, etc.
• Knowledgeable of all special promotion procedures for programs such as seasonal packages, frequent flyers programs, and loyalty programs.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIPs and other key guests, or other special guest needs.
• Champion regular central reservation office connection, including monthly briefing on products, events, and promotions.

Responsible Business

• Maintain exemplary department standards of behaviour and appearance and attitude as expected by Pro-invest’s code of conduct.
• Assist with the property management systems (PMS) in emergency situations and ensure you consider the safety and security of team members and hotel guests as well as oneself.
• Maintain all procedures and adhere to them within the Pro-invest Hotels guidelines with emphasis on hotel credit policy.
• Demonstrate awareness and understanding of WH&S policies and procedures.
• Assist the Emergency Response Team to prepare for emergency procedures upon advice from relevant authorities that cover such emergencies as fire, power outage, bomb threat, cyclone warnings, etc.
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures.
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implement corrective actions as required, to prevent or minimise the chance of recurrence.
• Ensure compliance to all Pro-invest security and safety standards, including cyber/technology security such as password security.
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery, and data privacy regulations.
• Clock in / clock out as per correct procedures, on a daily basis.
• Perform other duties as reasonably assigned.

Location & Work Setup

Site: Global One, Eastwood