Introduction
We are seeking a diligent and customer‑focused Hotel Reservation Administrator to join our front‑office team. The ideal candidate will be the first point of contact for guests booking through our property, ensuring a smooth and pleasant reservation experience across all channels, including online travel agencies (OTAs). This role is pivotal in driving occupancy, maintaining high guest satisfaction scores, and supporting the overall revenue strategy of the hotel.
Responsibilities
- Manage incoming reservation requests via phone, email, and OTA platforms such as Booking.com, Expedia, and Agoda.
- Enter and verify guest information in the property management system (PMS), ensuring accuracy of dates, rates, and special requests.
- Communicate clearly and professionally in English (and Indonesian, when needed) with both domestic and international travelers.
- Coordinate with housekeeping, front desk, and sales teams to confirm room availability and special promotions.
- Process cancellations, modifications, and no‑show penalties in accordance with hotel policy.
- Monitor OTA inventory levels, adjust allotments, and respond to rate parity requirements to maximize revenue.
- Prepare daily and weekly reservation reports for management review, highlighting trends and occupancy forecasts.
- Handle guest inquiries regarding amenities, transportation, and local attractions, providing personalized recommendations.
- Maintain up‑to‑date knowledge of hotel policies, seasonal packages, and loyalty programs.
- Assist in training new administrative staff on reservation procedures and OTA management tools.
Requirements
- Minimum education: High School Diploma (SMA/SMK) or equivalent.
- Open to all genders; diversity and inclusion are valued.
- Strong verbal and written English communication skills; additional language proficiency is a plus.
- Prior experience (any length) with online travel agencies (OTA) and hotel reservation systems.
- Proficient in basic computer applications, especially Microsoft Office and PMS software.
- Excellent organizational abilities, attention to detail, and the capacity to multitask in a fast‑paced environment.
- Professional demeanor, with a customer‑service mindset and the ability to resolve issues calmly.
- Flexible to work Monday through Saturday, 08:00 – 17:00, with occasional overtime during peak seasons.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, sick leave, and public holidays.
- Opportunities for professional development, including OTA certification courses and hospitality workshops.
- Employee discount on hotel rooms, dining, and spa services.
- Supportive work environment that encourages teamwork and career growth.
- Transportation allowance or convenient on‑site parking.
About Company
Our hotel is a leading boutique property located in the heart of the city’s business and tourism district. With a commitment to delivering exceptional guest experiences, we combine modern amenities with personalized service. The hotel boasts 120 well‑appointed rooms, multiple dining venues, a state‑of‑the‑art fitness center, and flexible event spaces that attract both leisure travelers and corporate groups. We pride ourselves on fostering a collaborative culture where every employee contributes to our reputation for excellence and hospitality innovation.
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