Torchora
Back to Home

Key Responsibilities and Required Skills for Reservation Officer

💰 $40,000 - $60,000

HospitalityCustomer ServiceSalesAdministration

🎯 Role Definition

As a Reservation Officer, you are the voice and first point of contact for our future guests. This pivotal role is central to our success, blending sales acumen with exceptional customer service to drive occupancy and revenue. You will manage the entire reservation lifecycle, from initial inquiry to post-stay follow-up, ensuring every guest interaction is handled with professionalism, efficiency, and a personal touch. You are a brand ambassador, responsible for accurately representing our property's offerings, converting inquiries into confirmed bookings, and laying the groundwork for an unforgettable guest experience.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Front Desk Agent / Receptionist
  • Guest Service Agent
  • Call Center Representative (Hospitality/Travel)

Advancement To:

  • Reservations Supervisor / Team Leader
  • Assistant Revenue Manager
  • Group Reservations Coordinator / Manager

Lateral Moves:

  • Sales Coordinator
  • Front Office Supervisor
  • Events Coordinator

Core Responsibilities

Primary Functions

  • Manage and process all reservation requests, changes, and cancellations received via phone, email, online booking platforms, and direct web channels.
  • Provide comprehensive and accurate information to potential guests regarding room types, rates, packages, promotions, and hotel amenities.
  • Actively listen to guest needs to recommend and upsell appropriate room upgrades, packages, and ancillary services to enhance their stay and maximize revenue.
  • Maintain impeccable data integrity by accurately entering and updating guest information, booking details, and special requests in the Property Management System (PMS).
  • Handle guest inquiries and resolve any reservation-related issues with a professional, empathetic, and solutions-oriented approach.
  • Collaborate closely with the Front Office and Sales departments to manage room inventory, ensuring availability is accurate and managing group blocks effectively.
  • Process advance deposits, payments, and refunds securely and in strict accordance with company policy and PCI compliance standards.
  • Monitor and manage inventory and rates across all Online Travel Agent (OTA) channels to ensure parity and maximize visibility.
  • Generate and meticulously review daily arrival, departure, and cancellation reports to ensure operational readiness and identify discrepancies.
  • Communicate VIP arrivals and special guest requests (e.g., accessibility needs, anniversaries) to the relevant departments to ensure a personalized and seamless experience.
  • Stay consistently updated on all hotel policies, services, operational hours, and local events to provide knowledgeable assistance to guests.
  • Strive to achieve and exceed individual and team-based Key Performance Indicators (KPIs), including call conversion rates, upselling targets, and revenue goals.
  • Manage group reservation inquiries, from creating initial proposals and contracts to managing rooming lists and billing arrangements.
  • Proactively follow up on tentative or unconfirmed reservations to secure bookings and convert leads into definite business.
  • Conduct regular audits of reservation data within the CRS/PMS to identify and correct any errors, ensuring system accuracy.
  • Manage and prioritize waitlisted reservations, proactively contacting guests as soon as availability opens up to secure their booking.
  • Ensure all written and verbal communications adhere to the established brand voice, quality standards, and service excellence protocols.
  • Liaise with corporate clients, travel agents, and third-party planners to manage negotiated rates, allotments, and direct billing procedures.
  • Proactively identify potential overbooking situations and work with management to find strategic solutions before they impact guest arrivals.
  • Maintain a thorough understanding of the local market and competitor offerings to effectively position our property and its value proposition.

Secondary Functions

  • Assist the Revenue and Sales teams with ad-hoc reporting and data collection for strategic analysis.
  • Participate in departmental meetings, contributing ideas for improving processes, conversion rates, and overall guest satisfaction.
  • Assist in the training and onboarding of new Reservation Officers, sharing knowledge of systems and best practices.
  • Maintain a clean, organized, and professional work environment in the reservations office.

Required Skills & Competencies

Hard Skills (Technical)

  • Property Management Systems (PMS): Proficiency in hotel PMS software such as Opera, Fidelio, or similar systems.
  • Central Reservation Systems (CRS): Experience navigating and managing bookings within a centralized reservation platform.
  • Global Distribution Systems (GDS): Familiarity with GDS platforms like Amadeus, Sabre, or Galileo is a strong asset.
  • MS Office Suite: Competency in Microsoft Word, Excel, and Outlook for communication, reporting, and data management.
  • Channel Manager & OTA Extranets: Experience managing rates and inventory on platforms like Booking.com, Expedia, and channel management software.
  • Sales & Upselling Techniques: Demonstrable ability to convert inquiries and effectively sell products and services.
  • Typing Speed & Accuracy: Fast and accurate data entry skills to ensure efficiency and information integrity.

Soft Skills

  • Exceptional Communication: Articulate, professional, and clear verbal and written communication skills.
  • Customer-Centric Mindset: A genuine passion for providing outstanding service and creating positive guest experiences.
  • Attention to Detail: Meticulous approach to data entry, booking details, and guest requests to prevent errors.
  • Problem-Solving Ability: The capacity to think quickly, handle complaints gracefully, and find effective solutions for guests.
  • Strong Organizational & Multitasking Skills: Ability to manage multiple communication channels and tasks simultaneously in a fast-paced environment.
  • Patience & Empathy: The ability to remain calm and understanding, especially when dealing with complex or sensitive guest situations.
  • Team Collaboration: A cooperative spirit to work effectively with colleagues in reservations, front office, and sales.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Hospitality Management
  • Tourism and Travel
  • Business Administration
  • Communications

Experience Requirements

Typical Experience Range: 1-3 years of experience in a customer-facing role within the hospitality or travel industry (e.g., front desk, reservations, or airline customer service).

Preferred: 2+ years of direct experience as a Reservation Agent or Officer in a hotel or resort environment.

Explore More Careers