Reservations Associate

Robinsons Land Corporation; Cebu City; Sur place; PHP 260 000 - 520 000; Plein temps

Résumé du poste

Robinsons Land Corporation is seeking a Reservations Agent in the Revenue and Reservations department. You will manage bookings, ensure data accuracy in the PMS, and actively upsell premium rooms to maximize occupancy and rate integrity.

The role requires strong English communication, attention to detail, and coordination with Front Office and other teams to deliver seamless guest experiences.

Qualifications

• Minimum 1–2 years of experience in reservations, front office, or revenue-related roles.
• Excellent verbal and written English communication skills.
• Strong organizational and time-management abilities with attention to detail.
• Knowledge of PMS/CRS platforms and revenue concepts is preferred.

Responsabilités

• Handle reservation inquiries via phone, email, OTA channels, and internal systems promptly and courteously.
• Enter and maintain accurate booking details in PMS, aligning with rate codes and guest profiles.
• Maximize revenue through upselling and promotion of premium rooms and packages.
• Coordinate with departments to ensure smooth arrivals and guest satisfaction.
• Maintain data integrity, support reporting, and ensure compliance with privacy policies.

Connaissances

Communication skills

PMS knowledge

Organizational skills

Guest service

Revenue concepts

Outils

Opera CRS

SynXis CRS

Description du poste

Job Description:

Department

Revenue and Reservations

Employee Type

Probationary

Job Description

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

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.

Experience Range Range (Years)

1 - 2 years

Job posted on

2026-10-21

Requirements: