Reservation Specialist

1 day ago

Angeles City, Central Luzon, Philippines MVP Asia Pacific Inc. Full time

MVP Asia Pacific Inc. is a leading outsourcing company located in the Clark Freeport Zone, Pampanga, Philippines. We were founded with the mission to connect highly skilled offshore professionals with businesses of all sizes across the globe—helping our clients scale with speed and excellence.

At MVP, we foster a culture of professionalism, innovation, and collaboration. Our people enjoy a supportive, growth-driven environment with opportunities for continuous learning, career development and work-life balance.

If you're driven, passionate about learning, and ready to make an impact, we'd love for you to join our growing team of MVPs

Reservation Specialist (Onsite)

Job Description:

  • Manage day-to-day reservations across phone, email, website, and channel enquiries.
  • Respond promptly and professionally to guest enquiries, providing accurate information on availability, rates, inclusions, and property features.
  • Convert enquiries into confirmed bookings through clear communication and consultative selling.
  • Assist guests with booking modifications, cancellations, and special requests.
  • Maintain accurate reservation records within the booking or property management system.
  • Monitor and manage guest correspondence across channel platforms, responding quickly and escalating issues when required.
  • Assist guests when AI tools are unable to resolve questions, ensuring timely and accurate responses.
  • Escalate complex guest issues to the on-the-ground Queenstown team, when necessary.
  • Manage Balmoral correspondence with agents and ensure the Queenstown team has clear instructions to service guest requirements.
  • Liaise with internal teams to ensure booking details are correct and guest expectations are clearly set.
  • Handle guest questions with empathy, professionalism, and confidence, reflecting a luxury service standard.
  • Support peak booking periods with a high level of attention to detail, responsiveness, and adherence to direct instructions from the Queenstown team.

Qualifications:

  • Bachelor's Degree in Hospitality Management, or any related field.
  • Experience in customer service, reservations, call handling, or hospitality is a plus.
  • Comfortable using booking systems, channel platforms, and communication tools.
  • Comfortable managing multiple enquiries and prioritising tasks effectively.
  • Ability to learn new systems quickly and adapt to new processes.
  • Confident and personable on phone calls with a natural ability to build rapport.
  • Strong customer service mindset with attention to detail.
  • Calm, professional, and solution-focused when dealing with guest concerns.
  • Excellent verbal and written English communication skills.

Personal Attributes:

  • Friendly, engaging, and professional tone.
  • Reliable and well organized.
  • Takes ownership of tasks and follows through.
  • Adaptable and quick to learn systems and processes.
  • Aligns with a high-end brand and guest experience expectations.

Professional Standards:

  • Represent the brand with a polished and professional tone at all times.
  • Maintain confidentiality of guest and business information.
  • Adhere to brand communication guidelines and internal processes.

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