- Respond promptly and professionally to all reservation enquiries via phone, email and online channels, delivering a seamless and personalised booking experience
- Manage all reservations with the highest level of accuracy and attention to detail, including group bookings, no-shows and gift certificate requests
- Engage in upselling by presenting luxury upgrades, exclusive packages and personalised services that reflect the hotel's 5-star positioning and drive revenue
- Anticipate and personalise each guest's reservation experience, ensuring every special request — from room preferences to bespoke services — is meticulously handled
- Maintain and update reservation systems with accuracy, ensuring data integrity and compliance with brand standards
- Liaise with Front Office, Housekeeping, Sales and Finance to ensure a smooth guest experience and effective reservation management
- Promptly escalate and assist with the resolution of billing discrepancies and payment-related queries