Reservations Associate (DORM)

University Pad Residences; Manila; On-site; PHP 180,000 - 240,000; Full time

Job summary

University Pad Residences is seeking a Guest Reservations Associate to handle dormitory reservations, respond to inquiries, and promote long-term stays with approachable, professional service.

The role requires a Bachelor's in Hospitality or related field, strong English communication, and experience in customer service. You will coordinate with leasing and operations teams, follow up with leads, and work to maximize occupancy and revenue while ensuring policy compliance.

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, or related fields and customer service experience.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem‑solving ability.
• Proficiency in MS Office (Word, Excel, Outlook).
• Familiarity with reservation or property management systems (PMS).
• Strong attention to detail and organisational skills.
• Ability to work in a fast-paced, team-oriented environment.
• Sales or leasing skills are a plus for upselling or converting inquiries.

Responsibilities

• Handle reservations: respond to calls, emails, and inquiries; manage bookings across platforms.
• Coordinate with Leasing and Operational teams to meet occupancy targets.
• Follow up with leads via emails, calls, and promotions to boost conversions.
• Provide excellent guest/tenant interactions and resolve inquiries professionally.
• Maximize occupancy and revenue; suggest alternatives and promote stay packages.
• Assist in promotions and marketing activities for dormitory occupancy.
• Prepare reservation and occupancy reports; ensure compliance with policies.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Attention to detail

Organisational skills

Team orientation

Upselling/Leads

Education

Bachelor's degree in Hospitality Management or related field

Tools

MS Office (Word, Excel, Outlook)

PMS (Property Management System)

Job description

Essential Duties and Responsibilities:

Candidates must have a minimum of 6 months experience in hospitality industry.

A Bachelor\'s degree is required for this position.

1. Handling Reservations

• Respond promptly to phone calls, emails, and online inquiries regarding dormitory availability, rates, and services.

• Fluent business-level English communication skills are required for all guest interactions and correspondence.

• This position operates during regular business hours.

• Provide accurate information about room types, amenities, pricing, and leasing terms.

• Process and manage bookings or reservations for guests/tenants via email, text and social media platforms.

• Prior experience with reservation software systems is required for booking management.

• Ensure room allotments are updated and availability is accurately reflected across all platforms.

2. Coordination with Leasing Team and Operational Team

• Work closely with the leasing team to ensure occupancy targets are met. Coordinate with Admissions for room availability.

• Ensure smooth coordination of guests/tenant\'s needs. Update operational teams on any arrangements needed for guests/tenants.

3. Follow Up with Potential Leads

• Send promotional emails to market segments and follow ups with potential guests/tenants.

• Call and persuade potential guests/tenants to secure booking.

• Maintain a follow-up system to track client interest and boost conversion.

4. Guest/Tenant Interaction

• Provide excellent customer service throughout the reservation process.

• Handle inquiries, complaints, or concerns with a positive and helpful attitude.

5. Maximize Occupancy and Revenue

• Suggest alternative options to potential residents when preferred choices are unavailable.

• Promote special offers or long-term stay packages to boost revenue.

• Identify opportunities to upsell services or room upgrades.

6. Assist in Promotions and Marketing Activities

• Support leasing campaigns or dormitory promotions by actively sharing information with clients.

• Recommend promotional ideas based on common client feedback and market demand.

7. Reporting and Compliance and Policy Adherence

• Prepare daily, weekly, and monthly reservation and occupancy reports for management review.

• Follow all dormitory policies, safety guidelines, and health regulations.

• Ensure all residents are informed of and comply with dormitory rules and agreements.

Qualifications:

• With a bachelor\'s degree in Hospitality Management, Tourism, or related fields and with experience in customer service.

• Excellent verbal and written communication skills

• Strong customer service orientation and problem-solving ability

• Proficiency in MS Office applications (Word, Excel, Outlook)

• Familiarity with reservation or property management systems (PMS)

• Strong attention to detail and organisational skills

• Ability to work in a fast-paced and team-oriented environment

• Sales or leasing skills is a plus, especially for upselling or converting inquiries

Key Performance Indicators (KPI):

• Response Rate and Booking Conversion Rate

• Reservation Accuracy Rate

• Lead Follow-ups

• Occupancy Rate Contribution

• Prospect Collection