Reservations & Call Centre Executive

About the role

The Reservations & Call Centre Executive is the first point of contact for guests, handling enquiries, in‑room dining orders and accommodation reservations through phone, email and the hotel’s messaging hub. The role combines front‑line guest service with back‑office reservation management to maximise occupancy and revenue.

Key responsibilities

• Respond to guest enquiries, anticipating needs and providing information on hotel facilities, airline partnerships, local attractions and directions.
• Process in‑room dining orders accurately and efficiently.
• Enter and maintain guest data in computer systems with high accuracy.
• Communicate relevant guest information to appropriate departments and promote hotel marketing programmes.
• Handle reservation requests via email, telephone, central reservation systems, sales/catering office, other hotel departments and travel agents.
• Prepare confirmation letters, manage cancellations, modifications and advance deposits.
• Record all room sales bookings promptly.

Required profile

• Diploma in Hotel Management or equivalent.
• Minimum of 1 year experience in a similar reservations or call‑centre role.
• Familiarity with hotel property management systems, extranets and central reservation systems.

Required skills

• Hotel property management systems
• Extranets
• Central reservations systems