Reservation Officer

Reservation Handling

• Receive, process, and confirm reservations for individuals, corporate clients, travel agents, and groups via phone, email, online platforms, and walk-ins.

• Provide accurate information on room types, rates, availability, promotions, and hotel services.

• Enter and update all reservation details in the PMS/CRS system accurately and promptly.

• Process modifications, cancellations, no-shows, special requests, and preferences according to hotel policy.

Guest Communication & Service

• Respond to guest inquiries professionally, ensuring clear, courteous, and timely communication.

• Maintain TUI BLUE communication standards in all emails, messages, and telephone interactions.

• Coordinate with Front Office, Sales, Housekeeping, and other departments to prepare for guest arrivals, VIP setups, and group requirements.

Group & Corporate Reservations

• Handle group blocks, room allocations, rooming lists, pick-up updates, payment instructions, and special arrangements.

• Work closely with Sales to ensure contract rates, allotments, and booking terms are correctly reflected in the system.

• Monitor group performance and ensure accuracy in all documentation.

Revenue & System Management

• Support revenue optimization by upselling room categories, packages, and hotel services where appropriate.

• Monitor booking pace, overbooking levels, and forecast accuracy; report abnormalities to the Reservations Supervisor/Manager.

• Ensure rate integrity by following standard rate codes, discount policies, and billing procedures.

Reporting & Documentation

• Prepare and update daily reservation reports, room forecasts, no-show listings, and pickup summaries.

• Maintain organized digital filing, reservation records, and documentation required for audits.

• Maintain updated knowledge of hotel policies, promotions, pricing strategies, and market conditions.

• Support service charge allowance during pre-opening
• Competitive salary & management benefits
• 2 days off per week
• Full Salary during probation
• Insurance & housing/transport allowance (if applicable)
• Annual leave & performance bonus
• Career growth within the brand
• Social Insurance on full salary

Qualifications & Requirements:

• Degree/diploma in Hospitality, Tourism, Business, or related fields.

• 1–2 years of hotel experience in Reservations or Front Office.

• Strong communication and interpersonal skills.

• Good English proficiency.

• Proficient in PMS/CRS (e.g., Opera) and MS Office.

• Detail-oriented, well-organized, accurate.

• Able to multitask and work under pressure.

• Professional and service-minded, aligned with TUI BLUE standards.