•Maintains a clean and organized work area.•Train newly recruited reservation staff in taking reservations, telephone etiquettes, reservation modules on hotel software, and processing emails.•Determine work procedures, prepare work schedules, assign duties, and expedite workflow for reservation agents.•Create an inspiring team environment with an open communication culture.•Encourage creativity and risk-taking.•Listen to team members’ feedback and resolve any issues or conflicts.•Understands and anticipates guest needs and requirements; intuitive understanding of individual preferences, adopting a proactive service orientation to address needs before they are expressed, and adapting communication skills to interpret verbal and non-verbal cues. The goal is to transform service interactions into personalized and memorable experiences, exceeding guest expectations.•Knows the selling status, rates, and benefits of all packages plans and determines room rates based on the selling tactics of the hotel.•Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments.•Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation.•Update OTA extranets on any modifications, cancellations, and no shows as applicable, to ensure accurate commission reconciliation.•Understands the hotel's policy on guaranteed reservations and no-shows and ensures implementation.•Takes a proactive approach to daily reservation department activity, anticipating potential opportunities to improve the overall efficiency of the department.•Complies with the departmental standards, objectives, and goals.•Assists and prepares in groups pre-arrival process and prepares group rooming lists.

•Conduct market research to identify selling possibilities and evaluate customer needs.•Actively seek out new sales opportunities through calling, networking and social media.•Set up meetings with potential clients and listen to their wishes and concerns.•Prepare and deliver appropriate presentations on products and services.•Create frequent reviews and reports with sales and financial data.•Ensure the availability of stock for sales and demonstrations.•Participate on behalf of the company in exhibitions or conferences.•Negotiate/close deals and handle complaints or objections.•Collaborate with team members to achieve better results.•Gather feedback from customers or prospects and share it with internal teams.

• Always maintaining a positive and professional attitude toward customers.• Responding promptly to customer inquiries.• Resolving customer complaints.