4,944 Reservations jobs in Singapore

Responsibilities

Respond to room reservations enquiries via email and/or phone promptly and ensure it is replied promptly

Handles credit card information and charges for all prepaid reservations

Coordinate and communicate with operations for guest special requests to ensure smooth check in

Input and update reservation information into system

Manage corporate, air lines and group bookings

Follow up and monitor on advance deposits or prepayment

Assist to promote and upsell rooms to increase room revenue

Manage "No shows" and work with Front Office on charges

Keep abreast of special rates, offers and promotions in the Hotel and provide updated information to guests

Requirements

NITEC or higher qualification

Relevant working experience in same position in hospitality

Excellent interpersonal and communication skills

Able to multi-task and strong time-management

Some knowledge in using Opera Cloud

Overview

Hilton Garden Inn Serangoon, Singapore is seeking a Reservations Coordinator to manage booking inquiries and assist guests in planning their stay. The role involves handling reservations, providing detailed information about hotel offerings, and ensuring a smooth and professional booking process. You will work closely with other departments to ensure guest preferences and special requests are communicated effectively, and your communication skills and attention to detail will contribute to delivering outstanding guest experiences.

• Serve as the first line of inquiry for room reservations, offering excellent customer service, options, and solutions to meet guest needs.
• Handle reservation inquiries via phone, email, and other channels in a courteous and professional manner.
• Provide guests with detailed information about the hotel's services, amenities, and promotions to support decision-making.
• Accurately process bookings, cancellations, and modifications in the reservations system, and ensure guest preferences and billing details are recorded correctly.
• Collaborate with Front Office, Housekeeping, and other departments to meet guest requirements; communicate effectively with team members to address guest concerns or special needs.
• Recommend room upgrades, packages, and additional services to maximise revenue and enhance guest satisfaction; identify opportunities to promote hotel offers and loyalty programs.
• Maintain accurate and organized records of all reservations and related correspondence; ensure compliance with hotel policies and procedures for reservations.
• Handle guest inquiries and complaints professionally, escalating issues to the supervisor when necessary and providing prompt, effective solutions to ensure guest satisfaction.

• A passion for delivering great customer service
• A highly professional telephone manner and excellent communication skills
• Outstanding administration and organizational skills
• Intermediate computer proficiency
• Previous experience in a Reservations environment is advantageous
• Tertiary qualifications or other collegiate-level degree is advantageous

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. Hilton provides exceptional guest experiences across its global brands and is committed to the vision of delivering hospitality to guests around the world.

Hilton Garden Inn Serangoon - Singapore

Full-time

Hilton Garden Inn

Call Center and Reservations

• Entry level

• Full-time

• Management and Manufacturing

• Hospitality

RESERVATIONS OFFICER

Mandarin Oriental, Singapore is looking for a Reservations Officer to join our Reservations team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.

About the job

Based at Mandarin Oriental, Singapore within the Reservations Department in Singapore, the Reservations Officer is responsible in playing a vital role in carrying out room sales via telephone or correspondences, ensuring that all information furnished to guests are accurate and appropriate. He/She will ensure that all data entry into systems are error free. The Reservation Officer reports to the Reservations Manager.

As Reservations Officer, you will be responsible for the following duties:

• Safely drive guests to designated locations, including airports, restaurants, attractions, and other destinations, in accordance with their requests and the hotel's policies.
• Maintain a clean and well-maintained vehicle at all times, ensuring it is presentable and in good working condition.
• Provide assistance with loading and unloading luggage or any other items as required.
• Create a positive and welcoming atmosphere for guests, demonstrating professionalism, courtesy, and respect at all times.
• Greet guests with a warm and friendly demeanour, addressing their needs and preferences with promptness and attentiveness.
• Adhere to all traffic laws, regulations, and hotel policies to ensure the safety of guests.
• Maintain clear and effective communication with the concierge team, front desk, and other hotel departments to coordinate transportation arrangements.
• Conduct routine inspections of the vehicle, checking for any issues or concerns that may affect safety or performance.
• Keep abreast of changes in transportation schedules, road conditions, and local events.
• Ensure that all correspondence are replied within 24 hours.
• Ensure prompt and accurate answering of all incoming calls within 3 rings.
• Suggest appropriate or ideal package to guests according to the information that was provided.
• Ensure that all follow-up are done promptly and efficiently.
• Upsell wherever possible.
• Ensure that all bookings are retrieved and entered into PMS within the same day.
• Ensure that all daily reports are printed promptly.
• Ensure that daily tasks of no-show, traces, missing correspondence and car transfer reports are followed up promptly and efficiently.

As Reservations Officer, we expect from you:

• At least 1 year experience in luxury hotel industry (any department)
• Good computer skills
• Fluent in English (Written and Spoken)
• Excellent telephone etiquette

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

We're Fans. Are you?

Job Responsibilities:

• Checking of Next Day's Arrivals
• Keep one informed of the available rooms for sale and help maximize room sales by up-selling
• Attend to all incoming calls with pleasant and polite manner following the SOPs
• Confirm and process the reservations received from telephone calls accordingly to the established procedures
• Respond promptly and tactfully to guests' booking requests and inquiries using the set standards, via email or fax immediately
• Input reservations received from OTA (On-line Travel Agent) into the in-house system (PMS)
• Update details in the PMS for all bookings that are booked by the Central Reservations System (2-way interface)
• Prepare the special requests for guests' amenities (for example; fruit plates, boxes of chocolates, wine) to the Room Service Department daily
• Check next day arrivals from all OTAs to ensure that the bookings are in order. Follow through if there are any discrepancies

Job Requirements:

• Good interpersonal skills
• Able to work independently and in a team
• Able to work in fast-paced environment
• Detail-focused and guest-oriented
• Able to work on rotating shift and saturday

Job Description

As a Reservations Agent, you'll deliver exceptional guest experiences by handling hotel guest inquiries and room bookings through phone calls or emails promptly. This role will require you to commit to permanent night shift timing.

A little taste of your day-to-day

Every day is different, but you'll mostly be:

• Assisting hotel guests in making hotel reservations, modifying or cancelling room bookings
• Processing hotel room reservations through various channels such as phone, email and online platforms etc
• Addressing guest concerns and providing information about hotel services, amenities and policies
• Upselling of additional services such as dining options, room upgrades etc
• Handling all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary
• Positively deal with and learn from customers' complaints and comments with follow-up and feedback to the related Call Centre Manager / Duty Manager
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery)
• Ensuring all guest requests and queries are responded to promptly and effectively
• Handling and delivering all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner
• Coordinating with relevant departments to ensure guest request is followed-up and ensures follow-up procedures are maintained
• Ensuring timely wake-up call services for hotel guests
• Handling payment transactions and ensuring compliance with payment policies
• Carrying out any other reasonable duties and responsibilities as requested by the Call Centre Manager
• Upselling of Hotel product or services (sales incentives will be provided)

Job Requirements

What we need from you

• A minimum qualification in GCE O levels
• At least 1 year of relevant work experience in a hotel front office environment
• Be quick witted and able to adapt in a fast-paced environment
• Possess a pleasant personality and have strong interpersonal skills
• Able to commit permanent night shift hours (5 days work week, 9.5hours per shift including 45 minutes meal break. Night shift allowance will be provided)

Additional Notes

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.

Skills

Handling callsHandling email enquiriesUpselling

• Respond to enquiries about Hotel's products and services by telephone and email etc.
• Determine guest needs and quote the appropriate room and rates as per requirements and up-sell Hotel products and services.
• Understanding and follow the revenue management strategies, to sell levels, directed rates and apply these methods on day to day operations.
• Coordinate and communicate with all other business units to ensure a smooth operation.
• Maintain knowledge of special rates, offers and any other promotions and packages.
• File and organize documents and maintain stationery and office supplies.
• Perform duties and responsibilities in a confidential manner whenever applicable.
• Assist guests in hotel reservations requests.
• Demonstrate the ability to interact with guests, employees and third parties that reflects highly on the hotel brand experiences.
• Responsible for facilitating reservations operations and procedures within guests, colleagues and public.
• Ensure all reservation information in all correspondences and reservations system is accurate.
• Provide efficient and courteous telephone service to guests and callers.
• Maintain a professional appearance and attitude so as to deliver the highest level of services at all times.
• Be completely familiar with the hotel products and services including operating time and days of the week for all outlets, hotel policies and the computer system.
• Ensure the process for FIT reservations are adhered to.
• Maintain professional business confidentiality.
• Perform related duties and special projects as assigned.

POSITION SUMMARY

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Responsibilities:

• Handle Reservations:Manage and process incoming calls, emails, and online booking requests, ensuring accurate entry of reservation details into the property management system.
• Customer Service: Deliver exceptional service by addressing guest inquiries, providing information about hotel amenities, rates, and availability, and resolving any booking-related issues or concerns.
• Modify and Cancel Reservations: Handle modifications and cancellations of existing reservations according to guest requests, adhering to hotel policies and procedures.
• Reports: Complete daily reports, including No Show, Cancellation, Arrival reports etc., ensuring accuracy and timely submission.
• Payments: Manage payments, including prepayments, no-show charges, cancellation fees etc., ensuring proper documentation and processing.
• Promote Hotel Services: Upsell and cross-sell additional services, such as special packages and room upgrades, to enhance guest experience and drive revenue.
• Maintain Records: Accurately record and update reservation data, including guest preferences and special requests, in the property management system.
• Collaboration: Coordinate with other hotel departments, such as Front Desk, Housekeeping etc., to communicate guest needs and ensure a smooth check-in and check-out process.
• Problem-Solving: Address and resolve booking-related issues or discrepancies efficiently, escalating complex problems to the appropriate department or management when necessary.
• Stay Informed: Stay updated on hotel policies, promotions, and local events to provide accurate and useful information to guests.
• Accountability: Ensure that all tasks and guest correspondence are completed promptly and accurately, maintaining a high standard of professionalism.

Requirements:

• Knowledge in Opera Cloud or Property Management System will be an advantage.
• Proficient in MS Office will be an advantage.
• Fluent in English; multilingual is strongly preferred.
• Team player but also able to work independently.
• Has good time management.
• Minimum 1 year of relevant experience in the hotel industry.

We are looking for a dynamic and enthusiastic Reservations Executive to join our team. The role encompasses all aspects of reservations for the hotel. Reporting to the Director of Revenue, you will be responsible to maintain an accurate record of all reservations, handling inquiries and bookings in a timing basis, displaying excellent phone and customer service skills, provide training and coaching to the Reservations Agents.

Responsibilities:

• Manage daily operations of the Reservations Department
• Creating and updating room reservations via the PMS
• Ensure accurate and timely entry of reservation data into the system.
• Ensure all Reservations Agents promote upselling to maximise hotel revenues.
• Managing special requests and room allocations.
• Resolve any booking issues or discrepancies in a professional way.
• Provide training in all aspects of reservations operations to the subordinates to ensure a high degree of accuracy in reservations and guest satisfaction.
• Manage group bookings from Sales, follow up and follow through with the Sales Manager to ensure for smooth operations
• Perform any other duties as assigned by the superior

Requirements:

• Diploma in Hospitality/Tourism or equivalent
• At least 3 years of relevant experience in a similar capacity
• Strong interpersonal & communication skills (verbal and written)
• Self starter and independent
• Strong time management and a team player