F&B Reservations Specialist — Customer-Centric & Upsell

SHANGRI-LA HOTEL LIMITED; Singapore; On-site; SGD 35,000 - 48,000; Full time

Job summary

Shangri-La Hotel, Singapore is seeking a dedicated F&B Reservations Executive to manage reservations, ensure accuracy, and provide courteous service to guests. The role emphasizes upselling to maximize occupancy and efficient handling of inquiries in a fast-paced hotel environment.

Applicants should be familiar with hotel policies, possess strong MS Word/Excel/PowerPoint skills, and maintain professional communication across calls and emails.

Qualifications

• Minimum O Levels with at least 2 year of relevant working experience.
• Strong customer service mindset with the ability to handle enquiries professionally and courteously.
• Good phone etiquette and confident in managing high call volumes and emails.
• Proficent in MS Words, Excel and PowerPoint.

Responsibilities

• To be familiar with Shangri-La Hotels and Resorts’ policies and procedures and be well-versed with the facilities and services offered by the hotel. To “master” the product in terms of rates, layout and physical attributes, breakdown / configuration, benefits and amenities etc.
• Managing all reservations handling and process; proficient in operating the various reservations systems and equipment. To provide prompt, courteous and efficient service at all times. To answer the phone within three rings.
• To upsell whenever possible to maximize occupancy and revenues ensure that all reservations are entered accurately and “mesh” update maintained consistently and to be aware of book-out status and need periods to maximize sales opportunities.
• To alert the Reservations Manager of sudden changes in occupancy levels and advise the Reservations Manager of any deviations in rate applications or reservations arrangements.
• Handle incoming reservations requests / correspondence, confirming or regretting on the day received and manage the hotel’s credit policies to effectively handle and process billing requirements.
• Carries out other special projects/tasks assigned by supervisors

Skills

Customer service

Communication

Phone etiquette

Team collaboration

Education

O Levels

Tools

MS Word

MS Excel

PowerPoint

Job description

Shangri-La Hotel, Singapore is seeking a dedicated F&B Reservations Executive to manage reservations, ensure accuracy, and provide courteous service to guests. The role emphasizes upselling to maximize occupancy and efficient handling of inquiries in a fast-paced hotel environment.

Applicants should be familiar with hotel policies, possess strong MS Word/Excel/PowerPoint skills, and maintain professional communication across calls and emails.