Reservation Specialist

About The Opportunity

• Handle inbound and outbound reservation requests via phone, email and web chat—confirm bookings, process modifications and manage cancellations promptly and accurately.
• Operate property management and global distribution systems to check availability, allocate inventory and update rates in real time.
• Apply rate and inventory control procedures: upsell room types and ancillaries to maximise revenue while ensuring rate integrity.
• Coordinate with Front Desk, Housekeeping and Revenue teams to ensure seamless guest arrival, special requests and reservation accuracy.
• Maintain accurate guest and booking records; process payments, deposits and refunds following company policies and PCI-compliant procedures.
• Meet individual and team KPIs for conversion, average booking value, response time and booking accuracy; escalate issues and contribute to continuous process improvements.
  

Skills & Qualifications

Must-Have

• Opera PMS
• Amadeus GDS
• Sabre GDS
• Reservation management
• Rate and inventorycontrol
• Microsoft Excel
  

Preferred

• SynXis
• CRM systems (Zendesk or Salesforce Service Cloud)
• Experience with multilingual guest support
  

Qualifications & Experience

• Previous on-site experience in hotel or travel reservation operations or call-centre reservations preferred.
• Comfortable working in fast-paced shifts including weekends and holidays.
• Strong numeric accuracy for handling payments, deposits and rate inputs.
  

• Structured on-site training programme and clear career progression within reservations and revenue teams.
• Performance-linked incentives and rewards for upsell/conversion targets.
• Collaborative, service-oriented culture with cross-functional exposure to Front Office and Revenue Management.