Reservations Associate

Robinsons Land Corporation; Cebu City; On-site; PHP 201,000 - 268,000; Full time

Job summary

Robinsons Land Corporation in Cebu is seeking a Reservations Agent to handle individual and group bookings and support revenue objectives. You will manage bookings, upsell premium options, and ensure data accuracy in the PMS while coordinating with Front Office and Sales teams for seamless guest experiences.

The role requires 1–2 years in reservations or related hotel revenue functions, strong English skills, and a professional, guest-centered approach.

Qualifications

• 1–2 years in reservations, front office, or revenue roles in a hotel.
• Strong knowledge of PMS and CRS platforms (Opera, SynXis or similar).
• Excellent English communication, both written and verbal.
• Detail-oriented with strong organizational and time-management skills.
• Ability to handle guest inquiries with discretion and professionalism.
• Familiarity with revenue concepts such as BAR rates and dynamic pricing is a plus.

Responsibilities

• Handle reservation inquiries via phone, email, OTA channels, and internal systems.
• Enter and maintain accurate booking information in the PMS.
• Maximize revenue through upselling and cross-selling premium room categories.
• Collaborate with the Director of Revenue on inventory and rate strategy.
• Monitor arrivals, cancellations, no-shows, and special requests; coordinate with Front Office and Housekeeping.
• Communicate with travel agents, corporate accounts, and group coordinators.
• Process guest data and payments securely per policy.
• Support daily/monthly reservation and revenue reporting.

Skills

Verbal communication

Written communication

Customer service

Attention to detail

Discretion and professionalism

Tools

PMS systems (Opera, SynXis)

Job description

Department

Revenue and Reservations

Employee Type

Probationary

Job Description

Job Title: RESERVATIONS AGENT

Job Category

Rank and File

Department/Group

Revenue and Reservations

Job Level

6

Location

Cebu

Supervises

Reports To

Director of Revenue and Reservations

Key Relationships

Reservations, Sales & Marketing, Executive Office, Front Office

Role Summary

To ensure the accurate and efficient processing of individual and group room reservations while supporting the hotel’s revenue objectives by maximizing room occupancy and rate through effective inventory management, upselling, and system accuracy. The Reservations Agent acts as the first point of contact for all reservation-related inquiries and is responsible for ensuring a seamless booking experience for guests. This role supports the Revenue & Reservations department by maintaining data integrity, optimizing availability, and contributing to revenue performance through strategic reservation handling.

Responsibilities

• Handle all reservation inquiries via phone, email, OTA channels, and internal systems in a timely, courteous, and professional manner.
• Enter and maintain accurate booking information in the Property Management System (PMS), ensuring alignment with rate codes, room inventory, and guest profiles.
• Maximize revenue through effective upselling and cross-selling techniques, promoting premium room categories and packages.
• Collaborate closely with the Director of Revenue to support room inventory control and rate strategy implementation.
• Monitor daily arrivals, cancellations, no-shows, and special requests; coordinate with the Front Office and Housekeeping for smooth arrivals and guest satisfaction.
• Liaise with travel agents, corporate accounts, and group coordinators to process reservations and ensure contractual terms are met.
• Ensure all guest data and payment details are processed securely in compliance with hotel policies and data protection regulations.
• Support daily and monthly reservation and revenue reports as required by management.
• Maintain a high level of product knowledge including hotel facilities, services, promotions, and local attractions.
• Communicate professionally and courteously with guests, travel agents, and internal departments.
• Ensure compliance with data privacy, payment security, and internal reservation procedures.
• Handle special requests, VIP bookings, and booking-related complaints with professionalism and discretion.
• Attend departmental briefings and training sessions as required to stay up-to-date with hotel systems and reservation standards.
• Work in close coordination with Front Office, Sales, and housekeeping teams to ensure seamless guest experiences.
• Performs other related duties and special projects as assigned by superiors.

Key Expectations (Team member & Individual Contributor)

Deliver Outstanding Results

• Committed to consistently achieving and surpassing performance goals through excellence and dedication.
• Achieve Goals and Expectation s
• Take Ownership of my Deliverables
• Track and Enhance my Performance

Build High-Performing Teams

• Actively engage in building a safe and collaborative work environment.
• Engage in Open Conversation
• Contribute to Team Members’ Success
• Participate in Working Together

Champion the Brand and Embrace Change & Innovation

• Role-model the NUSTAR values and cultivate a growth mindset.
• Consistently Represent NUSTAR’s Mission, Vision, and Values
• Advocate the Brand by Supporting Marketing and Brand Initiatives
• Capable of Adapting to Various Change

Go Beyond Guest Satisfaction

• Embrace a guest-centric mindset to WOW customer expectations.
• Pay Attention to Guests’ Needs
• Have a Genuine Sense of Interest
• Create a Delightful Experience in Every Interaction

Do the Right Thing

• Uphold Ethical Governance, Discipline and commit to continuous self-development.
• Adhere to Code of Conduct and Policies and Procedures
• Disciplined in Executing Roles and Responsibilities
• Spend Time on Personal Development

Key Result Areas

• Customer Service
• Brand Image and Sales Support

Qualifications

• Minimum 1–2 years of experience in reservations, front office, or revenue roles within a 4 or 5-star hotel.
• Strong knowledge of hotel PMS and CRS platforms (e.g., Opera, SynXis, or similar systems).
• Excellent verbal and written communication skills in English (additional languages are an advantage).
• Detail-oriented with strong organizational, analytical, and time-management skills.
• Proven ability to handle guest inquiries with discretion, empathy, and professionalism.
• Familiarity with revenue concepts such as BAR rates, dynamic pricing, and distribution channels is a plus.

Preferred Skills

• Customer Relations Skills
• Excellent Communication Skills
• Strong organizational and multitasking abilities.
• Guest Services and Interpersonal Skills
• Collaborative and Team Skills
• Analytical Skills

Additional Information

• Flexible to work in shifts, including weekends and holidays
• Office-based role with scheduled shifts, including weekends and holidays depending on business needs.
• Collaborative environment involving coordination with multiple departments.

Date

Reviewed By:

Approved By

Last Updated By: Jared Dumo

Date/Time

13/08/2025

Experience Range Range (Years)

1 - 2 years

Job posted on

2026-10-21

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

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