The Reservations Officer is responsible for managing all individual and group
accommodation reservations while maximizing room revenue through effective inventory
management, upselling, and adherence to the resort's pricing and reservation policies.
The role serves as the primary point of contact for guests, travel agents, corporate clients,
online travel agencies (OTAs), wholesalers, and internal departments regarding room
reservations.
The Reservations Officer ensures accurate reservation processing, provides exceptional
customer service, maintains reservation records, and supports the Revenue Director in
achieving occupancy, ADR, RevPAR, and revenue goals. The position requires strong
communication skills in both English and Thai to effectively serve international and domestic
guests.
Qualifications:
- Bachelor's Degree or Diploma in Hospitality Management, Hotel Management,
- Tourism, Business Administration, or a related field.
- Relevant hospitality certifications are an advantage.
Key Competencies:
Technical Skills
- Proficiency in Property Management Systems (Opera Cloud, Opera PMS).
- Knowledge of Channel Managers (SiteMinder or Similar).
- Familiarity with OTA extranets (Booking.com, Expedia, Agoda, etc.).
- Good understanding of hotel distribution channels.
- Strong Microsoft Office skills, particularly Excel.
- Candidate should have exposure to Upselling techniques, Cross-selling resort services, Rate integrity, Inventory awareness and understanding of demand patterns
Key Responsibilities:
- Process all reservation requests received via telephone, email, website, OTA channels, travel agents, wholesalers, and corporate accounts.
- Ensure all reservations are entered accurately into the Property Management System.
- Verify guest details, room preferences, payment methods, and special requests.
- Confirm reservations promptly and professionally.
- Handle reservation amendments, cancellations, and modifications according to resort policies.
- Maximize room revenue by promoting higher room categories and value-added packages.
- Identify upselling opportunities during reservation conversations.
- Ensure correct application of rates and market segments. Prepare daily pick up
- report and support time to time in reporting process.
- Experience
- Minimum 2 years experience in Hotel Reservations, Front Office, Revenue Management, or Guest Services.
- Resort experience preferred.
- Experience with luxury or upscale hospitality brands is an advantage.
- Additional Requirements
- Willingness to work rotating shifts, weekends, and public holidays.
- Ability to work under pressure during peak seasons.
- Excellent grooming and professional appearance.
- Strong commitment to guest satisfaction.
- Ability to maintain confidentiality of guest and company information.
