The role focuses on ensuring efficient daily reservation operations and supporting agents through training and development. It involves timely responses to inquiries from travel agents, guests, and referral networks via various communication channels. Responsibilities include maintaining accurate and secure reservation records, reporting relevant data, and using guest information to build relationships and maximize revenue opportunities. 

Duties and Responsibilities:

• This role involves performing tasks in line with JA Manafaru's standards and guidelines while maintaining professionalism and a high standard of personal appearance. Key responsibilities include:
• Managing daily reservation checks and ensuring all guest arrangements are made prior to arrival.
• Handling phone and email inquiries accurately and professionally.
• Ensuring content accuracy across all booking channels and understanding seasonal trends to optimize occupancy and rates.
• Producing quotations, confirmations, and monitoring guest satisfaction.
• Maximizing revenue through upselling and identifying business opportunities.
• Building and maintaining relationships with guests and hotel partners.
• Coordinating special requests and ensuring smooth interdepartmental communication.
• Maintaining guest confidentiality, protecting company assets, and supporting a collaborative team environment.
• Adhering to all company rules, adapting to new procedures, and participating in training and team activities.
• Delivering consistent, high-quality service, recognizing repeat and VIP guests, and always offering alternatives to meet guest expectations.

Qualifications:

• Diploma or equivalent education.
• 2 to 5 years of experience in hotel reservations or related industry.
• Strong oral and written communication skills, especially in English; additional languages are a plus.
• Knowledge of Forbes and IFH service standards.
• Flexibility with working hours.
• Ability to work effectively in a diverse environment with a focus on client and guest services.
• Proficient in computers, including advanced Microsoft Office and PMS systems like OPERA or Protel.
• Capable of decision-making using general policies and procedures.