Reservations Associate

ADMIRAL HOSPITALITY MANAGEMENT, INC.; Parañaque; On-site; PHP 180,000 - 300,000; Full time

Job summary

ADMIRAL HOSPITALITY MANAGEMENT, INC. in Parañaque is seeking a Reservations Associate to manage guest reservations across phone, email, and OTA platforms, ensuring accuracy and high service levels.

You will respond to inquiries, update availability, process bookings, and assist with revenue optimization through upselling and personalized guest support.

Strong attention to front office policies and guest satisfaction is essential.

Responsibilities

• Handle guest reservations by mail, telephone, and OTA platforms.
• Respond to inquiries and maintain accurate room availability.
• Process bookings and modifications while ensuring compliance with hotel policies.
• Upsell rooms and packages to support revenue optimization.
• Provide courteous, timely guest service and resolve complaints.
• Maintain up-to-date reservation records and prepare confirmation letters.
• Assist with reception duties as needed and know front office procedures.
• Configure rates in the property management system.

Job description

The Reservations Associate is responsible for handling guest reservations efficiently, ensuring accuracy in bookings, and providing excellent customer service. This role involves responding to inquiries, managing room availability, processing bookings through various channels (phone, email, OTA platforms), and assisting with revenue optimization by upselling rooms and packages.

• Follow department policies, procedures and service standards.
• Processes reservations by mail, telephone, travel agency and from the Sales Department.
• Assist guests in modifying or canceling reservations as per hotel policies.
• Offer personalized recommendations and ensure guest expectations are met.
• Resolve any reservation-related complaints in a courteous and timely manner.
• Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, hotel facilities and services.
• Answer guest inquiries pertaining to hotel services.
• Knows the selling status, rates, and packages.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Prepares and sends confirmation letters.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Prepares expected arrival list for front office use.
• Monitors advances deposit requirements.
• Maintains a clean and neat appearance and work area at all times.
• Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
• To be aware of all front office procedures and assist with reception duties when required.
• Configuring rates on the hotels property management system.