Key Responsibilities

• Handle all reservation enquiries via phone calls, WhatsApp, email, website, and social media channels.
• Accurately create, modify, and manage bookings on the reservation system.
• Clearly communicate room types, packages, rates, inclusions, policies, and terms to guests.
• Convert enquiries into confirmed bookings through effective follow-up and persuasion.
• Ensure all guest details, dates, payments, and special requests are correctly captured.
• Send booking confirmations, payment links, invoices, and policy information promptly.
• Track payments, deposits, and balances and escalate overdue payments when necessary.
• Maintain up-to-date knowledge of room availability, packages, promotions, and blackout dates.
• Liaise with front office, operations, and guest experience teams to ensure seamless guest arrival.
• Handle booking changes, reschedules, and cancellations strictly in line with company policy.
• Respond to guest enquiries professionally, calmly, and courteously at all times.
• Maintain accurate daily reservation reports and booking records.
• Upsell rooms, packages, and add-on experiences where appropriate.

Required Skills & Qualifications

• Minimum of OND/HND/BSc in Hospitality, Business Administration, or a related field.
• Proven experience in reservations, front office, or customer service (hospitality preferred).
• Strong verbal and written communication skills.
• Excellent attention to detail and organizational skills.
• Ability to work under pressure during peak booking periods.
• Tech-savvy with the ability to use booking systems, spreadsheets, and messaging platforms.
• Professional phone etiquette and customer-focused mindset.
• Willingness to work weekends, public holidays, and shifts as required.

Key Competencies

• Sales & Conversion Skills
• Customer Service Excellence
• Attention to Detail
• Policy Compliance
• Time Management
• Clear Communication

Performance Expectations

• High booking conversion rate from enquiries.
• Zero or minimal booking errors.
• Accurate payment tracking and documentation.
• Positive guest feedback on communication and service.
• Strict adherence to reservation policies and procedures.