Revenue & Reservations Oficer

The Reservations Agent plays a pivotal role in creating exceptional guest experiences at Mama Shelter by managing reservations, providing accurate information, and ensuring a seamless booking process. Reporting directly to the Revenue Manager, the Reservations Agent embodies the MAMA Spirit by delivering warm, efficient, and professional service that aligns with Mama Shelter's brand values and standards.

Job Overview:

· Handle all reservation requests from individual FIT, groups and companies promptly.

· Be the friendly voice on the phone, creating an excellent first impression of Mama.

· Manage the reservation mailbox and respond to emails with accuracy.

· Monitor and respond to guests’ messengers on Online Travel Agencies (OTA) extranet.

· Serve as a key point of contact for guests, providing detailed information about room types, availability, rates, packages, and promotions.

· Employ upselling techniques to enhance revenue while tailoring recommendations to guests' needs.

· Address guest inquiries and complaints with professionalism, escalating unresolved matters as needed.

· Review the previous day's reservation and maintain up-to-date information in the Property Management System (PMS), including special requests, preferences, and group bookings.

· Monitor the billing of no-shows and late cancellations.

· Collaborate with Front Office and Sales teams to ensure seamless guest check-ins and fulfillment of special arrangements.

· Stay informed about hotel services, policies, promotions, and local attractions to deliver engaging guest interactions.

· Foster a positive, guest-focused atmosphere with enthusiasm, creativity, and collaboration.

· Maintain strict confidentiality on guest information.

· Assist the Revenue Manager with reporting, scheduling, and other administrative tasks.

Qualifications:

· Minimum 1-2 years of experience in reservations, front office, or customer service within the hospitality industry.

· Familiarity with Opera Cloud and Microsoft Office Suite.

· Knowing Accor’s reservation system is an advantage

· Excellent verbal and written communication skills in English; additional languages, such as Chinese or French, are a plus.

· A passion for delivering personalized, high-quality service to guests.

· Strong organizational skills with the ability to manage multiple tasks efficiently.

· Proactive problem-solving skills and adaptability to dynamic situations.

· Flexibility to work varying shifts, including weekends, holidays, and evenings.

MAMA Would Love It If:

· You bring positive energy and passion to your role, creating memorable guest interactions.

· You thrive in a fast-paced environment and respond creatively to challenges.

· You collaborate effectively with colleagues to achieve shared goals.

· You take pride in accuracy and attention to detail in every task.

· You look for opportunities to improve the guest experience and drive revenue.

Other Duties:

This job description is not exhaustive and may be updated or revised as necessary to align with business needs and organizational priorities.