Reservations Executive (ERS)

About the role

The Reservations Executive (ERS) is responsible for handling all reservation enquiries, changes and cancellations for guests at our Marina Bay property. This role ensures accurate booking information, applies appropriate rates and policies, and delivers a professional and courteous experience to every caller.

Key responsibilities

• Process reservation requests, modifications and cancellations received by phone, fax or mail.
• Identify guest needs, recommend suitable room types and verify availability.
• Explain guarantee, special rate and cancellation policies to callers.
• Enter special reservation types (complimentary rooms, employee discounts, travel‑agent rates, wholesale bookings) using correct codes and rates.
• Document special requests and answer questions about property facilities and services.
• Follow sales techniques to maximize revenue and adhere to escalation procedures for guest concerns.
• Maintain confidentiality of proprietary information and protect guest privacy.
• Uphold company appearance standards and comply with quality‑assurance expectations.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience required.
• Ability to lift and move objects up to 10 lb without assistance.

Required skills

• Proficiency in using a reservation management system.
• Clear and professional verbal communication.
• Strong customer‑service orientation and ability to handle guest inquiries.
• Attention to detail when entering rates and codes.