Reservation Coordinators

Job Purpose

The Reservation Coordinator is responsible for managing booking inquiries processing reservations accurately and ensuring a seamless customer experience from initial contact through confirmation. The role requires strong organizational skills attention to detail and excellent customer service to maximize occupancy/revenue and maintain client satisfaction.

Key Responsibilities

Reservation Management

• Receive and process booking inquiries via phone email website and third-party platforms.
• Accurately enter reservation details into the reservation system.
• Confirm bookings issue confirmations and follow up when required.
• Modify cancel or reschedule reservations as requested.
• Monitor availability and ensure accurate inventory management.

Customer Service

• Provide professional courteous and timely responses to customer inquiries.
• Advise customers on availability rates packages and promotions.
• Handle customer complaints or special requests efficiently.
• Ensure a positive and personalized customer experience.

Coordination & Communication

• Liaise with operations front office sales housekeeping events or transport teams to ensure smooth service delivery.
• Communicate special requests and VIP bookings to relevant departments.
• Coordinate group bookings and corporate reservations.

Revenue & Reporting

• Apply correct pricing structures discounts and corporate rates.
• Upsell additional services packages or upgrades where applicable.
• Prepare daily/weekly reservation reports.
• Assist in forecasting occupancy and demand trends.

Administrative Duties

• Maintain accurate records of bookings and customer data.
• Ensure compliance with company policies and data protection regulations.
• Support sales and marketing campaigns related to bookings.
• Perform other administrative tasks as assigned.

Working Conditions

• Office-based role.
• May require shift work weekends or public holidays.
• Fast-paced customer-focused environment.

Requirements:

• Diploma or Bachelors degree in Hospitality Management Tourism Business Administration or related field (preferred).
• 13 years of experience in reservations roles.
• Experience in hospitality travel or airline.
• Familiarity with reservation or booking systems (e.g. Opera Amadeus Galileo CRM systems).
• Proficiency in MS Office (Word Excel Outlook).
• Experience using reservation management systems.
• Excellent English verbal and written communication skills.
• High attention to detail and accuracy.
• Strong organizational and time-management skills.
• Ability to multitask and work under pressure.
• Problem-solving skills and ability to handle complaints professionally.
• Team player with good interpersonal skills.