Reservations Officer

Job Description: Reservation Officer

Position Overview

The Reservation Officer is responsible for handling and processing reservations efficiently and professionally. This role involves providing excellent customer service, maintaining accurate booking records, and ensuring seamless coordination between clients and the operations team. The Reservation Officer plays a key role in maximizing occupancy, revenue, and customer satisfaction.

Key Responsibilities

Respond to customer inquiries via phone, email, or online platforms regarding reservations, availability, pricing, and services.

Process reservations, amendments, and cancellations accurately in the reservation system.

Provide customers with information about facilities, services, travel arrangements, or packages.

Coordinate with internal departments (front office, operations, sales, etc.) to ensure smooth guest experiences.

Maintain and update reservation databases to ensure accuracy and availability.

Monitor booking trends and support revenue optimization initiatives.

Assist with special requests, group bookings, and VIP arrangements.

Handle customer complaints or issues in a professional and timely manner.

Generate reservation reports and assist management with forecasting and planning.

Qualifications & Skills

Diploma or degree in Hospitality, Tourism, Business Administration, or related field (preferred).

Prior experience in reservations, front office, or customer service is an advantage.

Strong communication and interpersonal skills.

Proficiency in reservation systems (Opera, Amadeus, Sabre, or equivalent) and MS Office.

Attention to detail and strong organizational skills.

Ability to work under pressure and handle multiple tasks simultaneously.

Customer-oriented attitude with problem-solving skills.

Working Conditions

Based in office or front desk environment.

May require working shifts, weekends, or holidays depending on the business sector (hospitality, airlines, travel agency, etc.).