Job Description Process, modify, and cancel reservations with accuracy and efficiency while maintaining detailed records in our reservation system Respond promptly to guest inquiries via phone, email, and other communication channels with empathy and professionalism Provide comprehensive information about accommodations, amenities, rates, and special offers to potential guests Collaborate seamlessly with front desk, sales, marketing, and other departmental teams to ensure smooth reservation workflows and consistent guest experiences Analyze booking patterns and guest preferences to support revenue optimization initiatives Handle guest concerns and complaints with patience and decisiveness, working toward mutually beneficial resolutions Maintain organized records and documentation to ensure data integrity and compliance with company policies Identify opportunities to upsell services and packages while remaining transparent about offerings Adapt quickly to changing priorities and manage multiple reservations simultaneously without compromising quality Contribute to a supportive team environment by sharing best practices and assisting colleagues when needed Assists other sections as and when needed Qualifications Diploma in Front Office Operations/Hotel Management or related field Previous experience in a reservations, customer service, or hospitality role Strong listening and interpersonal skills with the ability to build rapport with diverse guests Excellent verbal communication skills in English; additional language proficiency is a valuable asset Proficiency with computer systems and reservation management software Exceptional attention to detail and accuracy in data entry and record-keeping Ability to multitask effectively and prioritize in a high-volume environment Strong problem-solving skills with a proactive approach to resolving issues Demonstrated ability to work collaboratively within a team structure Flexibility to adapt to changing circumstances and learn new processes quickly Goal-oriented mindset with a commitment to achieving performance targets