Job Description: Reservation Associate – Central Reservation System (CRS)
Position Overview:
The Reservation Associate is responsible for handling room reservations, inquiries, and cancellations in a professional, efficient, and courteous manner. This role requires excellent communication skills, attention to detail, and the ability to work in a fast-paced environment to ensure guest satisfaction and maximize revenue for the hotel group.
Key Responsibilities:
Reservation Handling:
- Manage room reservations through phone, email, online booking channels, and walk-ins.
- Accurately input reservation details into the Central Reservation System (CRS).
- Update room availability, rate plans, and promotions in CRS.
- Process cancellations and modifications efficiently while minimizing revenue losses.
Guest Interaction:
- Respond promptly to guest inquiries regarding room availability, pricing, and hotel facilities.
- Offer alternative solutions in case of non-availability or special requests.
- Provide personalized service by understanding guest preferences and special requirements.
Coordination:
- Liaise with property front desk teams to ensure seamless communication and guest experience.
- Work closely with the Revenue Manager to implement rate changes, promotions, and inventory updates.
- Coordinate with the sales team for group reservations and special corporate accounts.
Data Management:
- Ensure accuracy in recording guest information and preferences.
- Maintain confidentiality of guest details and hotel data.
- Generate daily, weekly, and monthly reservation and revenue reports.
Revenue Maximization:
- Upsell room categories, packages, and ancillary services during the booking process.
- Adhere to established pricing and yield management strategies to maximize revenue.
System Maintenance:
- Maintain the integrity of the CRS by regularly auditing data accuracy.
- Ensure the CRS is updated with the latest rates, availability, and promotions.
Complaint Resolution:
- Handle guest complaints or issues related to reservations with professionalism and escalate when necessary.
Training & Development:
- Stay updated with hotel policies, reservation systems, and industry trends.
- Participate in training sessions to enhance skills and knowledge.
Key Skills and Competencies:
- Strong communication and interpersonal skills.
- Attention to detail and organizational skills.
- Proficiency in using reservation systems and MS Office.
- Ability to multitask and handle pressure in a fast-paced environment.
- Customer-centric approach with problem-solving abilities.
- Familiarity with revenue management practices is a plus.
Qualifications:
- Bachelor’s degree in Hospitality, Business Administration, or related field preferred.
- Prior experience in reservations or front office roles is an advantage.
- Knowledge of CRS, PMS, or similar hotel management systems is preferred.
- Fluency in English; additional language proficiency is a plus.
Work Conditions:
- Office-based role with rotational shifts, including weekends and holidays.
- Interaction with diverse teams and clients across multiple properties.