Guest Reservations & Upsell Specialist

TPC HOTEL PTE. LTD.; Singapore; On-site; SGD 26,784 - 44,640; Full time

Job summary

Sofitel Singapore invites a Reservations/OTS Agent/Officer to manage telephone enquiries, input bookings, and support the Reservations Manager. You will collaborate with Front Office and Sales & Marketing to convert enquiries into firm reservations while maintaining high service standards.

The ideal candidate communicates in English, is meticulous, organized, and service‑oriented with strong guest interaction skills.

Qualifications

• Able to work shifts.
• Proficient English communication.
• Strong interpersonal and guest interaction skills.
• Meticulous with high attention to detail.
• Good organizational and administrative abilities.
• Knowledge of OPERA software is preferred.
• Service-oriented with guest focus.
• Willing to train and develop ambassadors.
• Aware of industry trends.
• Initiate contacts and establish rapport easily.
• Assert point of view directly yet tactfully; organize time and work efficiently.

Responsibilities

• Handle telephone enquiries and input reservations into the system.
• Report directly to the Reservations Manager.
• Be well versed in Reservation procedures.
• Work closely with Front Office and Sales & Marketing providing lead advice and feedback on enquiries and firm reservations.
• Maintain a professional and friendly attitude while liaising with guests and clients in person and on the telephone.
• Provide efficient and courteous telephone service to guests and callers to uphold Sofitel standards.
• Ensure all reservation information is entered accurately with minimal errors.
• Offer appropriate room types, inclusions, upsell, and handle price objections.
• Complete daily tasks diligently.
• Provide concise information on hotel services and facilities to enquirers.
• Note reservation status to optimize room sales.
• Be knowledgeable about F&B promotions.
• Take In Room Dining orders and actively upsell.

Skills

Effective communication

Interpersonal skills

Detail oriented

Organizational skills

Guest interaction

Service-oriented

Rapport building

Time management

Ambassador training

Tools

OPERA software

Job description

Sofitel Singapore invites a Reservations/OTS Agent/Officer to manage telephone enquiries, input bookings, and support the Reservations Manager. You will collaborate with Front Office and Sales & Marketing to convert enquiries into firm reservations while maintaining high service standards.

The ideal candidate communicates in English, is meticulous, organized, and service‑oriented with strong guest interaction skills.