The Reservation Executive is responsible for managing guest reservations, ensuring accurate booking processes, maximizing room occupancy, and providing professional assistance to guests and travel partners. The role requires excellent communication skills, attention to detail, and the ability to deliver a seamless booking experience aligned with luxury hospitality standards.

Key Responsibilities

• Handle incoming reservation inquiries through phone, email, online platforms, and travel partners.
• Process room reservations, amendments, cancellations, and special requests accurately.
• Provide guests with detailed information about room types, rates, packages, promotions, and hotel facilities.
• Ensure all reservations are entered correctly into the Property Management System (PMS).
• Maintain accurate reservation records and update guest profiles.
• Coordinate with Front Office, Sales, and Housekeeping teams to ensure smooth guest arrivals.
• Monitor room availability, occupancy levels, and booking patterns.
• Assist in maximizing revenue through effective upselling and recommending suitable room categories or packages.
• Follow up on pending reservations and ensure timely confirmation.
• Handle guest complaints and inquiries professionally while maintaining a high level of service.
• Maintain confidentiality of guest information and follow hotel policies and procedures.
• Support the reservations team during high-demand periods and special events.

Qualifications & Requirements

• Diploma or professional qualification in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Minimum 1–2 years of experience in reservations, front office, or a similar role within a hotel or luxury hospitality environment.
• Strong knowledge of hotel reservation procedures and PMS systems.
• Excellent verbal and written communication skills in English.
• Ability to communicate in Sinhala/Tamil will be an added advantage.
• Good computer literacy, including MS Office applications and reservation platforms.
• Strong attention to detail with excellent organizational skills.
• Ability to multitask, prioritize responsibilities, and work under pressure.
• A professional appearance with a guest-focused attitude.

Preferred Skills

• Experience with luxury hotels, boutique resorts, or international hotel brands.
• Knowledge of OTA platforms such as Booking.com and Expedia Group.
• Strong sales and upselling skills.
• Positive attitude with a passion for delivering exceptional guest experiences.