JOB PURPOSE

The Reservation Coordinator provides administrative and operational support to the Reservations Department, ensuring that reservation files are properly maintained, rates are accurately verified, and payments are followed up and correctly recorded.

The role requires a high level of accuracy, organization and attention to detail, particularly in relation to reservation documentation, prepayments, City Ledger accounts and payment posting.

KEY RESPONSIBILITIES

1. Reservation Files & Documentation

• Ensure all reservation dossiers are properly saved, filed and maintained according to hotel procedures.
• Ensure all relevant correspondence, vouchers, confirmations, payment documents and supporting information are attached/saved in the appropriate reservation file.
• Maintain accurate and organized electronic reservation records for easy retrieval and audit purposes.
• Ensure documentation is complete prior to guest arrival.
• Assist with general administrative duties within the Reservations Department.

2. Rate Check & Reservation Accuracy

• Perform regular rate checks to ensure that rates loaded/booked are in accordance with the applicable contracts, offers and booking conditions.
• Verify meal plans, supplements, discounts and other applicable charges.
• Identify rate discrepancies and report them promptly to the relevant team member/manager for correction.
• Ensure reservation details are accurately reflected in the Property Management System (PMS).

3. Prepayment Follow-Up

• Monitor reservations requiring prepayment and ensure payments are received within the required deadlines.
• Follow up on outstanding prepayments with the relevant Tour Operators, Travel Agents, partners or internal departments.
• Maintain an accurate prepayment follow-up tracker.
• Escalate overdue or outstanding payments to the Reservation Manager/Assistant Reservation Manager when necessary.
• Ensure all supporting payment documentation is properly saved.

4. City Ledger & Payment Control

• Follow up and coordinate City Ledger payments relating to reservations.
• Ensure correct billing instructions and supporting documents are available for City Ledger bookings.
• Verify that payments received correspond to the correct reservations and amounts.
• Liaise with the Finance/Accounts Department when clarification or reconciliation is required.
• Assist in resolving payment discrepancies in a timely manner.

5. Payment Posting

• Post payments accurately and promptly in the relevant system/PMS.
• Ensure payments are allocated to the correct guest reservation or account.
• Verify payment references, amounts and methods before posting.
• Maintain proper supporting documentation for all payments posted.
• Report any discrepancies, duplicate payments or unidentified payments for investigation.
• Ensure that all payment-related activities comply with the hotel's financial and audit procedures.

6. General Responsibilities

• Maintain confidentiality of guest, company and financial information.
• Ensure accuracy and attention to detail in all tasks performed.
• Work closely with Reservations, Front Office, Finance and other relevant departments.
• Follow established hotel policies, procedures and internal controls.
• Support the Reservations team during periods of high activity whenever required.
• Take reservation call & input reservation booking on PMS system whenever required
• Carry out any other reasonable duties related to the reservation as assigned by Management

EDUCATION & QUALIFICATIONS

• Minimum School Certificate (SC) or equivalent.
• Good knowledge of Microsoft Excel and Microsoft Word.
• Previous experience in Reservations, Front Office, Finance or hotel administration would be an advantage.
• Knowledge of a hotel Property Management System (PMS) would be an advantage.

SKILLS & COMPETENCIES

• Strong organizational and administrative skills.
• Good numerical ability and attention to detail.
• Ability to work accurately with rates, payments and financial information.
• Good computer literacy, particularly Excel and Word.
• Good communication and follow-up skills.
• Ability to prioritize tasks and meet deadlines.
• Ability to work independently as well as within a team.
• Reliable, methodical and well organized.
• Ability to maintain confidentiality.
• Customer and service-oriented mindset.