Reservations Supervisor - Cluster (Hotels)

SSG HOTELS PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Benefits offered by this job

Marriott discounts

Global Learning & Development

2 nights staycation per year

Dining discount

Job summary

The Garcha Group, Singapore's boutique hotel group, seeks a Reservations Associate to handle booking requests, changes, and cancellations with a focus on accuracy and guest satisfaction. You will communicate clearly, manage room types and rates, and uphold policy requirements across our properties.

The role requires English fluency and 1–2 years in hospitality or reservations. Prior experience with Opera PMS/Marriott systems is a plus, with opportunities to grow within Marriott-affiliated

Qualifications

• Professional Certificate/NITEC or equivalent.
• Proficient in spoken and written English.
• 1–2 years in hospitality or reservations preferred.
• Experience using Opera PMS/Marriott systems is a plus.

Responsibilities

• Process reservation requests, changes, and cancellations via phone, fax, or mail.
• Reply to all correspondence within 24 hours.
• Identify guest needs and determine appropriate room type and rate availability.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about facilities/services and room accommodations.
• Input and access data in the reservation system to maximize revenue.
• Apply correct codes and rates for special reservation types.
• Escalate guest concerns following proper procedures.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Education

Professional Certificate/NITEC or equivalent

Tools

Opera PMS/Cloud

Marriott Global System

Reservation software

Job description

An exciting opportunity has arrived at The Garcha Group, Singapore's boutique hotel group currently with the following hotels:

• Maxwell Reserve, Autograph Collection Hotel (Marriott);
• The Vagabond Club, a Tribute Portfolio Hotel (Marriott);
• The Serangoon Club, a Tribute Portfolio Hotel (Marriott).

Restaurants & Bars:

• Shikar, Isabel Brasserie, Polo Bar Steakhouse & Cultivate (Maxwell Reserve)
• Whiskey Library & Jazz Club (The Vagabond Club)
• GupShup (The Serangoon House)

Garcha Group Benefits:

• As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.
• As an associate of a Marriott hotel, you have access to the \"Global Learning + Development\" tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)
• 2 nights yearly staycation in any of the Garcha Group hotels in Singapore.
• 20% off Food/Alcohol Bill at all Garcha Group restaurants and bars

Responsibilities include but are not limited to:

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Ensure that all correspondence are replied within 24 hours.
• Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue. Input and access data in reservation system.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.

Key Requirements

• Candidate must possess at least Professional Certificate/NITEC or equivalent qualification in any field.
• Proficient in spoken and written English to communicate effectively with guests and colleagues is a must.
• Minimum 1-2 years of relevant working experience in the hospitality industry is highly preferred.
• Required skills: Opera PMS/Cloud, Marriott Global System, Hotel Rooms/F&B Reservations Experience, Diligent, Trustworthy, Articulate with strong communication and interpersonal skills.