Guest Relations & Reservations Officer

Role Overview

You will be the first point of contact for guests planning their stay, handling every reservation request from initial inquiry to confirmed booking. Working closely with the front office and revenue teams, you will ensure room inventory is managed accurately, guest preferences are captured, and every booking opportunity is maximised through effective upselling. Your attention to detail and service mindset will directly impact guest satisfaction and the hotel’s revenue performance.

Key Responsibilities

• Process incoming reservation requests via phone, email, and online travel agency platforms, ensuring accuracy in rates, dates, and room types.
• Proactively upsell room categories, packages, and ancillary services to increase average daily rate and total guest value.
• Manage modifications, cancellations, and no-show charges according to hotel policy while maintaining a guest-first approach.
• Maintain and update the property management system with real-time availability, rate changes, and booking details.
• Coordinate with the front desk team to ensure seamless handover of arrivals, special requests, and guest preferences.
• Monitor OTA extranets and direct booking channels to ensure rate parity and accurate inventory distribution.
• Maintain waiting lists and proactively contact guests to convert tentative bookings into confirmed reservations.
• Respond promptly to guest inquiries about amenities, policies, and local area information to support the booking decision.

Requirements & Qualifications

• Diploma or degree in hospitality, tourism, business, or a related discipline.
• Minimum 2 years of hands-on experience in hotel reservations, front office operations, or guest relations.
• Working knowledge of hotel property management systems and OTA platforms such as Booking.com, Expedia, or similar.
• Excellent verbal and written communication skills, with a professional and welcoming telephone manner.
• Strong customer service orientation, combined with proven sales and upselling ability.
• Effective problem-solving skills, especially when handling overbookings, rate disputes, or guest complaints.
• Ability to remain composed under pressure, multitask efficiently, and collaborate well with colleagues across departments.