RESERVATION EXECUTIVE

The Reservation Executive is responsible for handling all guest inquiries related to room bookings, availability, rates, and special requests. The role ensures seamless reservation operations, high-quality customer service, and accurate record-keeping to maximize occupancy and revenue.

Key Responsibilities

1. Reservation Handling

• Manage room reservations through phone calls, emails, online portals, and walk-ins.
• Provide accurate information about room types, rates, packages, and availability.
• Process reservations using the resort’s Property Management System (PMS).
• Ensure all bookings are recorded correctly with relevant guest details.

2. Guest Communication & Service

• Respond promptly and courteously to guest inquiries.
• Handle special requests, group bookings, and VIP arrangements.
• Maintain a high level of product knowledge about the resort’s facilities, offers, and activities.
• Follow up with guests for confirmation, payment, and pre-arrival requirements.

3. Coordination & Collaboration

• Coordinate with Front Office, Housekeeping, and Sales teams for seamless guest experience.
• Communicate daily occupancy, arrivals, departures, and special requests to relevant departments.
• Work closely with travel agents, corporate clients, and online travel platforms (OTAs).

4. Revenue & Sales Support

• Promote upselling of room categories, packages, and add-on services.
• Monitor room inventory and provide input on rate strategies.
• Ensure compliance with pricing policies and promotional offers.

5. Administrative & Reporting Duties

• Maintain accurate reservation records, reports, and guest profiles.
• Handle advance payments, cancellations, modifications, and no-show procedures.
• Prepare daily/weekly reservation reports for management review.