About the role

Converts enquiries into confirmed bookings across all channels, maximizing room revenue while delivering professional, accurate and friendly service.

Key duties & responsibilities

• Respond to enquiries via phone, email, OTAs and website within SLA.
• Enter reservations accurately in Opera, capturing all guest data.
• Quote rates per the rate strategy and yield guidance.
• Process deposits, cancellations and no-shows.
• Maintain group blocks, rooming lists and pick-up reports.
• Liaise with OTAs (Booking.com, Expedia, Agoda) and the channel manager.
• Run daily arrival, no-show and forecast reports.
• Cross-sell F&B, spa and experiences.

What you'll need

• OND/HND/B.Sc. in Hospitality, Tourism, Marketing or Business.
• Minimum 2 years in hotel reservations or call centre / sales support.
• Opera Reservations module training; OTA channel-manager training.

Technical skills

Soft skills

Certifications

• Opera Reservations module training; OTA channel-manager training.

Key performance indicators

• Conversion rate ≥ 35% of enquiries.
• Booking data accuracy ≥ 99%.
• Email response ≤ 2 hours; phone abandonment < 5%.
• Up-sell ratio ≥ 8% of bookings.

Working conditions

Office-based, rotating shifts to cover extended hours.

Career path

Reservations Supervisor → Revenue Analyst → Revenue Manager.