[Hiring] Senior Reservations Officer @Penbrothers

Role Description

To manage guest enquiries and reservations received via telephone and email for hotel accommodation, spa treatments and restaurant bookings. The role focuses on converting enquiries into confirmed bookings while delivering exceptional customer service.

• Handle all reservation enquiries received by telephone and email in a professional and timely manner.
• Convert telephone and email enquiries into confirmed bookings for hotel rooms, spa treatments, restaurants and other hotel services.
• Utilise effective sales techniques to maximise booking conversion opportunities.
• Provide detailed information on rooms, rates, packages, spa services, restaurant offerings and hotel facilities.
• Process reservations accurately within the relevant booking systems.
• Manage amendments, cancellations and special requests in line with company policies.
• Respond promptly to all reservation emails and guest correspondence.
• Send booking confirmations and maintain accurate reservation records.
• Maintain accurate guest profiles and booking information.
• Work closely with operational teams to communicate guest requirements and requests.
• Maintain excellent product knowledge across all hotel services.
• Attend departmental meetings and training sessions as required.
• Perform general administrative tasks related to reservations and guest communications.

Qualifications

• At least 5 years of experience in a customer service/sales hospitality environment with an understanding of guest handling and booking processes.
• Demonstrated flexibility, adaptability, and an open, growth-oriented mindset; willing to take on challenges and receive ongoing feedback.
• Confident decision-making ability and sound judgment to resolve guest inquiries and perform cross-selling without requiring continuous manager oversight.
• Strong team player with a professional, friendly, and positive approach to customer interaction.
• Excellent verbal and written communication skills to handle phone calls, emails, and guest correspondence.

Nice to Have

• Previous experience working within 5-star luxury hotels or international hotel brands.
• Proficiency or prior experience using Opera Cloud or Opera PMS (Property Management System) and extranets (e.g., Booking.com).

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.