Reservation Associate

1 week ago

Baguio City, Cordillera, Philippines Wright Park Hotel Full time ₱250,000 - ₱350,000 per year

A Reservation Associate in a hotel plays a key role in managing room bookings, coordinating guest reservations, and ensuring that all guest needs are met from the moment they book a room until they arrive at the hotel. This position requires attention to detail, excellent customer service skills, and the ability to manage booking systems effectively. The Reservation Associate helps ensure that the hotel runs smoothly by maintaining accurate reservations and assisting with guest inquiries in a professional and efficient manner.

1.  Managing Reservations:

  • Process Reservations: Handle room reservations via phone, email, online platforms, and in person, ensuring that all details (dates, guest information, room type, etc.) are correctly entered into the hotel's property management system (PMS).
  • Confirm Bookings: Confirm bookings with guests and provide reservation details, including check-in/check-out times, rates, and any special requirements.
  • Update and Modify Reservations: Modify or update existing reservations as requested by guests (e.g., changes in dates, room preferences, or guest information).

Guest Inquiry and Customer Service:

  • Answer Inquiries: Respond promptly to inquiries about room availability, rates, hotel policies, and amenities via phone, email, or in person.
  • Provide Information: Offer detailed information about hotel services, packages, and promotions to help guests make informed booking decisions.
  • Assist with Special Requests: Address guest requests such as room upgrades, special accommodations, or late check-ins, ensuring that their preferences are noted and communicated to other departments.

3.  Booking System Management:

  • Ensure Accuracy: Enter, update, and manage reservations in the hotel's reservation system, ensuring all data (e.g., dates, guest names, special requests) is accurate and up to date.
  • Monitor Room Availability: Continuously track room availability and ensure that overbooking does not occur by coordinating with the front desk and other departments.

Handling Cancellations and Modifications:

  • Process Cancellations: Handle cancellations, adhering to the hotel's cancellation policies and ensuring the system is updated accordingly.
  • Modify Reservations: Update guest bookings in the event of changes, including shifting dates or room types, and ensure all details are reflected in the system.

Payment and Billing:

  • Process Payments: Secure payment information for reservations, ensuring that guests are charged correctly, and pre-payments or deposits are processed when required.
  • Handle Refunds: Process refunds for cancellations or changes, following the hotel's policies, and managing any payment discrepancies.

Coordination with Other Departments:

  • Communicate Special Requests: Ensure that special guest requests (e.g., late check-in, room preferences, amenities) are communicated to the front desk, housekeeping, or other relevant departments.
  • Update Front Desk Staff: Provide the front desk with reservation details, ensuring that all guest preferences and special instructions are noted for smooth check-in.

7.  Promoting Hotel Offers and Services:

  • Offer Upgrades and Packages: Suggest room upgrades, special packages, or promotions to guests during the reservation process, enhancing their experience and increasing hotel revenue.
  • Promote Additional Services: Inform guests of available services such as dining, spa treatments, transportation, or concierge services.

Record Keeping and Reporting:

  • Maintain Accurate Records: Keep detailed and accurate records of all reservations, cancellations, modifications, and special guest requests.
  • Generate Reports: Assist in generating reports on occupancy rates, reservations, cancellations, and revenue, ensuring the hotel's booking system is in line with operational needs.

Customer Satisfaction and Follow-Up:

  • Confirm Reservation Details: Contact guests before their arrival to confirm reservation details, check-in times, and any additional requests.
  • Post-Stay Feedback: Follow up with guests after their stay, soliciting feedback and addressing any concerns to ensure a positive guest experience.

Managing Overbooking:

  • Handle Overbookings: In cases of overbooking, coordinate with the front desk and management to ensure that guests are accommodated in the best possible manner, offering alternatives or upgrades as necessary.

11.   Training and Knowledge Update:

  • Stay Informed: Keep up-to-date with the hotel's policies, room rates, available promotions, and any changes in procedures or booking systems.
  • Training: Participate in training sessions for new reservation systems, customer service techniques, or hotel protocols.

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