Purpose of the Role
The Reservations Officer is responsible for the efficient and accurate handling of all hotel reservations while delivering a consistently high level of guest service. The role supports revenue optimisation, occupancy maximisation, and seamless coordination between departments, ensuring all reservations operations align with hotel standards, policies, and commercial objectives.
Key Responsibilities
Reservations & Revenue
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Handle reservations via telephone, email, online platforms, and other channels with accuracy and professionalism.
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Input and maintain all reservation details, rates, and guest information in the reservations system.
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Promote room upgrades, packages, and additional services using effective sales techniques to maximise revenue.
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Liaise with travel agents, central office, accounts, and Rooms Division management regarding rates, promotions, and procedures.
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Assist with forecasting, planning, and monitoring reservation trends and occupancy levels.
Guest Service
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Deliver excellent internal and external customer service at all times.
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Anticipate guest needs, handle inquiries efficiently, and resolve complaints in line with hotel procedures.
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Maintain and update guest preference records and report any service issues to management.
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Confidently advise guests on hotel facilities, services, room types, and local information.
Operational Excellence
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Ensure full compliance with departmental standards, procedures, grooming, and duty schedules.
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Maintain an organised and professional workstation; report equipment or system issues promptly.
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Actively participate in daily operations and monitor reservation activities with attention to detail.
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Complete all checklists, handover logs, and operational records accurately and on time.
Teamwork & Communication
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Communicate effectively with colleagues and supervisors before, during, and after shifts.
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Assist in training and supporting new team members.
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Cooperate with other departments during peak periods and inform supervisors when assisting elsewhere.
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Contribute ideas to improve service quality, efficiency, and revenue performance.
Cost Control & Administration
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Assist with stock control, equipment handling, and cost-awareness initiatives.
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Follow correct procedures for handling, storage, and use of equipment and resources.
Health, Safety & Compliance
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Ensure a safe working environment by identifying hazards and following corrective actions.
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Comply with all Cyprus legislation, hotel policies, and procedures relating to Health & Safety, Fire Safety, and Emergency Procedures.
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Adhere to equal opportunities and professional workplace conduct standards.