Reservations And Client Relations Officer

Job Summary

• We are seeking a proactive, organised, and customer-focused Booking and Reservations Officer to manage reservations and guest enquiries for our short-let apartments
• The successful candidate will serve as the first point of contact for prospective and existing guests, handling enquiries across various communication channels, providing accurate information about our apartments, following up with potential guests, and converting enquiries into confirmed reservations
• The ideal candidate should have excellent communication and customer service skills, a sales-oriented mindset, strong attention to detail, and the ability to manage multiple bookings simultaneously while ensuring a seamless guest experience

Key Responsibilities

• Manage booking enquiries across WhatsApp, phone calls, social media, websites, and online booking platforms
• Provide information on apartment availability, rates, facilities, and booking requirements
• Convert enquiries into confirmed reservations through effective sales communication and follow-ups
• Manage reservation schedules, booking confirmations, payments, cancellations, and guest records
• Coordinate guest check-ins, check-outs, and overall stay arrangements
• Maintain regular communication with guests, attend to requests, and resolve complaints promptly
• Coordinate with housekeeping and maintenance teams to ensure apartments are guest-ready and issues are resolved
• Maintain positive client relationships to encourage repeat bookings, referrals, and positive reviews
• Monitor occupancy, booking performance, and reservation targets
• Prepare regular reports on enquiries, confirmed bookings, payments, guest stays, and cancellations

Qualifications and Requirements

• A degree, diploma, or relevant qualification in Business Administration, Hospitality Management, Marketing, or a related field is an advantage
• Previous experience in reservations, hospitality, customer service, sales, travel management, or short-let operations is preferred
• Excellent verbal and written communication skills
• Strong customer service and relationship management abilities
• Good sales, negotiation, and follow-up skills
• Proficiency in Microsoft Office, Google Workspace, and online communication tools
• Ability to manage booking calendars, reservation records, and multiple enquiries simultaneously
• Strong attention to detail and organisational skills
• Ability to work independently, take initiative, and meet booking targets
• Familiarity with booking platforms such as Airbnb, Bookingcom, and other accommodation booking channels is an advantage