Introduction
We are seeking a dynamic Koordinator Reservasi Hotel dan Layanan Pelanggan to join our vibrant hospitality team. The successful candidate will serve as the central hub for all reservation activities, ensuring that guests experience a seamless booking process from the first inquiry to check‑in. This role is critical to maintaining high occupancy rates, maximizing revenue, and upholding the exceptional service standards that define our brand in the competitive hotel market.
Responsibilities
- Manage daily inbound and outbound reservation requests via phone, email, and online platforms, guaranteeing accuracy and prompt confirmation.
- Utilize the Property Management System (PMS) and specialized reservation software to input, modify, and track bookings, room inventory, and rates.
- Coordinate with the Front Office, Housekeeping, and Sales & Marketing departments to ensure room availability aligns with promotional campaigns and group bookings.
- Handle guest inquiries, special requests, and complaints with professionalism, turning potential issues into positive experiences.
- Prepare and distribute daily occupancy reports, revenue forecasts, and performance dashboards to senior management.
- Oversee the creation and maintenance of reservation policies, ensuring compliance with hotel standards and local regulations.
- Train and mentor junior reservation agents on best practices, system usage, and customer service techniques.
- Collaborate with external travel agencies and online travel agents (OTAs) to optimize distribution channels and achieve targeted market penetration.
- Participate in weekly strategy meetings to discuss occupancy trends, pricing adjustments, and upcoming events that may impact booking patterns.
- Maintain an organized filing system for reservation confirmations, guest preferences, and loyalty program data.
Requirements
- Minimum education: D3/S1 in Hospitality Management, Business Administration, or a related field.
- At least 1–2 years of hands‑on experience in hotel reservations, front office, or a similar customer‑facing role.
- Proficiency with Property Management Systems (e.g., Opera, Protel) and reservation software platforms.
- Strong verbal and written communication skills in both Bahasa Indonesia and English.
- Excellent interpersonal and coordination abilities, with a proven track record of teamwork and cross‑department collaboration.
- High attention to detail, strong organizational skills, and the ability to manage multiple tasks under tight deadlines.
- Flexibility to work a six‑day schedule (Monday to Saturday) from 08:00 to 17:00, with occasional overtime during peak periods.
- Customer‑service orientation, problem‑solving mindset, and a passion for delivering memorable guest experiences.
Benefits
- Competitive salary package with performance‑based bonuses.
- Comprehensive health and dental insurance for employees and eligible dependents.
- Opportunities for professional development, including industry certifications and internal training programs.
- Employee discount on hotel rooms, food & beverage outlets, and spa services.
- Paid annual leave, sick leave, and national holidays in accordance with Indonesian labor law.
- Uniform allowance and laundry services.
- Supportive work environment that encourages career growth and internal promotion.
About Company
Our hotel is a leading boutique property located in the heart of a bustling tourist destination, known for its elegant design, personalized service, and commitment to sustainable hospitality practices. With a portfolio that includes luxury accommodations, conference facilities, and award‑winning dining venues, we attract both leisure travelers and corporate guests. Our team is dedicated to creating unforgettable moments, fostering a culture of continuous improvement, and upholding the highest standards of operational excellence.
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