The posting
Group Company: Banyan Group Based on Banyan Tree Phuket
Designation: Executive Reservations
Office Location: Laguna Resorts & Hotels PCL (Thai Wah Office) 390/1 Moo1 Sri Soontorn Road, Cherngtalay, Thalang, Phuket 83110
Position Description: The Executive Reservations position is responsible for maximizing room revenue by converting accommodation enquiries into confirmed reservations while delivering exceptional guest service. The main role manages reservation requests received via telephone, email, chat, online channels and travel partners, ensuring all bookings, modifications, cancellations and special requests are handled accurately and efficiently.
The Executive Reservations acts as a brand ambassador by providing professional, personalized service and maintaining comprehensive knowledge of hotel facilities, room types, rates, packages and policies.
Primary Responsibilities:
- Deliver high level of intermediate response to all requests from guests, answer phone call within 3 rings and reply emails within 24 hours and follow phone/email etiquette.
- Respond promptly to reservation enquiries via telephone, email, website and travel agents.
- Convert enquiries into confirmed bookings to maximize occupancy and revenue.
- Process new reservations, amendments, cancellations and special requests accurately.
- Maintain accurate guest profiles and reservation records in the Property Management System (PMS).
- Provide guests with information on room types, rates, promotions, hotel facilities and local attractions.
- Coordinate with Front Office, Housekeeping, Sales and Revenue Management to ensure seamless guest arrivals.
- Ensure compliance with hotel reservation policies and procedures.
- Handle guest concerns professionally and escalate issues when necessary.
- Ensure all correspondences have been saved in correct folders or attach in each booking through Opera; daily correspondences have been arranged and updated prior actual arrival date.
Additional Responsibilities:
- Support group reservations and corporate bookings.
- Assist with room inventory management and rate updates.
- Prepare daily reservation reports e.g. Deposit before arrival, (On-the-books - OTB) report before close day and send to all concerned teams.
- Promote upselling opportunities including room upgrades and hotel services.
- Participate in departmental meetings and training programs.
- Perform other duties assigned by the Reservations Manager.
Reporting Team
- Reporting Designation: Reservations Manager
- Reporting Department: Reservations
Educational Qualifications Preferred
- Category: Hospitality & Tourism or a related field is strongly preferred
- Field Specialization: Hotel Management, Hospitality Management, Tourism Management, or Business Administration
- Degree: Bachelor's Degree
Required Work Experience
- Industry: Hospitality, Hotels, Resorts, Serviced Apartments
- Role: Reservations Agent, Front Office Agent, Guest Services Agent or similar
- Years of Experience: 1–2 years (Executive level)
Key Performance Indicators (KPIs):
· Deliver high level of intermediate response to all requests from guests, answer phone call within 3 rings and reply emails within 24 hours and follow phone/email etiquette.
· Ensure accuracy of booking details have been record in system, communicates correct information to guests, travel agents and concern people.
· Ensure all bookings have been created and updated on time, correct details and follow brand standard. Daily retrieve bookings and update before close day.
· Applying selling skill to phone calls and emails by follow brand standard. Support sale strategy by maximize sales as much as possible, turn enquiries to be business.
· Ensure all prepayment bookings have been completed for payment.
· Aims to achieve 90% or higher on Mystery Shopper Calls and achieve 95% or higher on LISTEN (Monthly Test call program)
Required Competencies:
- Customer Focus
- Communication
- Attention to Detail
- Time Management
- Teamwork
- Problem Solving
- Professionalism
- Sales Orientation
- Adaptability
Required Knowledge:
- Hotel reservation procedures
- Property Management Systems (OPERA Cloud preferred)
- Hospitality service standards
- Microsoft Office (Outlook, Word, Excel and Power Point) applications
- Hotel policies and procedures
Required Skills:
- Excellent verbal and written communication
- Reservation system proficiency
- Customer service
- Sales and upselling
- Administrative and organizational skills
- Data entry accuracy
- Telephone and Chat handling
- Multitasking
- Conflict resolution
Required Abilities
- Physical: Ability to sit for extended periods, use computers and telephones continuously and perform repetitive keyboard tasks.
- Other: Ability to work under pressure, manage multiple enquiries simultaneously, maintain confidentiality, and work flexible shifts, including weekends and public holidays.
Work Environment Details: Office-based role within the Reservations department in Laguna Resorts & Hotels PCL (Thai Wah Office) environment. Frequent interaction with internal departments through telephone, email and reservation systems. Shift work will be required based on operational needs.
Other Details
- Pay Rate: As per company salary structure and experience.
- Contract Types: Permanent
- Time Constraints: Rotating shifts, weekends, public holidays and peak occupancy periods.
- Compliance Related: Adherence to company policies, data privacy regulations, hotel brand standards, health & safety requirements, and code of conduct.
- Union Affiliation: As per local labor regulations and company policy.
