Reservations Executive (The Laurus)

Job Detail

Answer all incoming guest calls promptly and professionally, providing accurate information and warm service. Handle a wide range of guest requests, from in-room services and amenities to hotel facilities, wake-up calls, message handling, and more. Monitor and manage the hotel’s telephone lines, ensuring busy or unanswered calls are followed up promptly. Coordinate guest service requests with relevant departments (Housekeeping, Engineering, Concierge, Bell Desk, Front Office). Record and relay messages clearly and accurately, following up to ensure completion. Manage basic reservations, including new bookings, amendments, cancellations and special requests. Maintain a service-focused tone in all guest interactions, even in high-pressure situations. Stay updated on hotel services, room types, promotions and local information to support guest enquiries. Collaborate with Front Office to ensure seamless pre-arrival and in-house experiences. Ensure the work area is well-organized; reports and records are completed accurately and timely. Supervise day-to-day Reservations operations and render assistance and guidance to the junior team members.