Reservations Associate

Robinsons Land Corp; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

NUSTAR in Cebu is seeking a Reservations Agent to manage individual and group bookings, maximize occupancy and rate efficiency, and maintain accurate data in the PMS. You will work closely with the Revenue & Reservations team to optimize inventory and ensure a seamless guest experience.

The role requires strong English communication, hotel system knowledge, and a customer-first approach. Weekend and holiday shifts are part of the schedule, with office-based duties and cross-department

Qualifications

• Minimum1–2 years of reservations, front office, or revenue experience in a hotel setting.
• Solid knowledge of PMS/CRS platforms and distribution channels.
• Excellent verbal and written English communication skills.
• Detail-oriented with strong organizational and time-management abilities.
• Ability to handle inquiries discreetly, empathetically, and professionally.
• Familiarity with BAR rates, dynamic pricing, and revenue concepts is a plus.

Responsibilities

• Handle reservation inquiries via phone, email, OTA, and internal systems promptly and courteously.
• Enter and maintain accurate bookings in the PMS, aligning with rate codes and inventory.
• Maximize revenue through upselling and cross-selling premium rooms and packages.
• Coordinate with Revenue Director on inventory control and rate strategy.
• Monitor arrivals, cancellations, no-shows, and special requests with frontline teams.
• Collaborate with travel agents, corporate accounts, and group coordinators.
• Ensure secure processing of guest data and payments per policy.
• Support daily/monthly reservations and revenue reporting.

Skills

PMS & CRS

English proficiency

Guest services

Upselling & cross-selling

Tools

Opera PMS

SynXis CRS

Job description

1 - 2 Years

Job Description

Job Description

Job Title:

RESERVATIONS AGENT

Job Category:

Rank and File

Department/Group:

Revenue and Reservations

Job Level:

6

Location:

Cebu

Reports To:

Director of Revenue and Reservations

Key Relationships:

Role Summary

To ensure the accurate and efficient processing of individual andgroup room reservations while supporting the hotel’s revenue objectives by maximizingroom occupancy and rate through effective inventory management, upselling,and system accuracy.

TheReservations Agent acts as the first point of contact for allreservation-related inquiries and is responsible for ensuring a seamlessbooking experience for guests. This role supports the Revenue &Reservations department by maintaining data integrity, optimizingavailability, and contributing to revenue performance through strategicreservation handling.

Responsibilities

• · Handle all reservation inquiries viaphone, email, OTA channels, and internal systems in a timely, courteous, andprofessional manner.
• · Enter and maintain accurate bookinginformation in the Property Management System (PMS), ensuring alignment withrate codes, room inventory, and guest profiles.
• · Maximize revenue through effectiveupselling and cross-selling techniques, promoting premium room categories andpackages.
• · Collaborate closely with theDirector of Revenue to support room inventory control and rate strategyimplementation.
• · Monitor daily arrivals,cancellations, no-shows, and special requests; coordinate with the FrontOffice and Housekeeping for smooth arrivals and guest satisfaction.
• · Liaise with travel agents, corporateaccounts, and group coordinators to process reservations and ensurecontractual terms are met.
• · Ensure all guest data and paymentdetails are processed securely in compliance with hotel policies and dataprotection regulations.
• · Support daily and monthlyreservation and revenue reports as required by management.
• · Maintain a high level of productknowledge including hotel facilities, services, promotions, and localattractions.
• · Communicate professionally andcourteously with guests, travel agents, and internal departments.
• · Ensure compliance with data privacy,payment security, and internal reservation procedures.
• · Handle special requests, VIPbookings, and booking-related complaints with professionalism and discretion.
• · Attend departmental briefings andtraining sessions as required to stay up-to-date with hotel systems andreservation standards.
• · Work in close coordination withFront Office, Sales, and housekeeping teams to ensure seamless guestexperiences.
• · Performs other related duties andspecial projects as assigned by superiors.

Key Expectations (Teammember & Individual Contributor)

· Committed to consistentlyachieving and surpassing performance goals through excellence and dedication.

1. Achieve Goals andExpectation s

2. Take Ownership of my Deliverables

3. Track and Enhance myPerformance

Build High-Performing Teams

· Actively engage in building asafe and collaborative work environment.

1. Engage in Open Conversation

2. Contribute to Team Members’ Success

3. Participate in Working Together

Champion the Brand and EmbraceChange & Innovation

· Role-model the NUSTAR valuesand cultivate a growth mindset.

1. Consistently Represent NUSTAR’s Mission, Vision, andValues

2. Advocate the Brand by Supporting Marketing and BrandInitiatives

3. Capable of Adapting to Various Change

Go Beyond Guest Satisfaction

· Embrace a guest-centricmindset to WOW customer expectations.

1. Pay Attention to Guests’ Needs

2. Have a Genuine Sense of Interest

3. Create a Delightful Experience in Every Interaction

Do the Right Thing

· Uphold Ethical Governance, Disciplineand commit to continuous self-development.

1. Adhere to Code of Conduct and Policies andProcedures

2. Disciplined in Executing Roles andResponsibilities

3. Spend Time on Personal Development

Key Result Areas

· Brand Imageand Sales Support

Qualifications

• § Minimum1–2 years of experience in reservations, front office, or revenue roleswithin a 4 or 5-star hotel.
• § Strongknowledge of hotel PMS and CRS platforms (e.g., Opera, SynXis, or similarsystems).
• § Excellentverbal and written communication skills in English (additional languages arean advantage).
• § Detail-orientedwith strong organizational, analytical, and time-management skills.
• § Provenability to handle guest inquiries with discretion, empathy, andprofessionalism.
• § Familiaritywith revenue concepts such as BAR rates, dynamic pricing, and distributionchannels is a plus.

Preferred Skills

• § Strong organizational and multitasking abilities.
• § Guest Services and Interpersonal Skills
• § Collaborative and Team Skills

Additional Information

Flexible to work in shifts, including weekends and holidays

• § Office-based role with scheduled shifts, including weekends andholidays depending on business needs.
• § Collaborative environment involving coordination with multipledepartments.

Reviewed By:

Date:

Approved By:

Date:

Last Updated By:

JaredDumo

Date/Time:

13/08/2025

Iconfirm that I have read and understood the duties and responsibilities listedin my Job Description. I agree to carry out these responsibilities to the bestof my ability and in line with the standards expected of my role.

Employee’sSignature Over Printed Name: ________________________________

Date: ________________________________

Job Snapshot

Updated Date

21-10-2026

Job ID

J_8140

Department

Revenue and Reservations

Location