Reservation Executive

The Reservations Executive is responsible for managing room and package bookings accurately and efficiently while delivering excellent guest communication and service. This role requires strong attention to detail, clear communication, and the ability to convert enquiries into confirmed bookings while upholding Ziba Beach Resort’s policies, standards, and guest experience promise.

Key Responsibilities

• Handle all reservation enquiries via phone calls, WhatsApp, email, website, and social media channels.
• Accurately create, modify, and manage bookings on the reservation system.
• Clearly communicate room types, packages, rates, inclusions, policies, and terms to guests.
• Convert enquiries into confirmed bookings through effective follow-up and persuasion.
• Ensure all guest details, dates, payments, and special requests are correctly captured.
• Send booking confirmations, payment links, invoices, and policy information promptly.
• Track payments, deposits, and balances and escalate overdue payments when necessary.
• Maintain up-to-date knowledge of room availability, packages, promotions, and blackout dates.
• Liaise with front office, operations, and guest experience teams to ensure seamless guest arrival.
• Handle booking changes, reschedules, and cancellations strictly in line with company policy.
• Respond to guest enquiries professionally, calmly, and courteously at all times.
• Maintain accurate daily reservation reports and booking records.
• Upsell rooms, packages, and add-on experiences where appropriate.

Required Skills & Qualifications

• Minimum of OND/HND/BSc in Hospitality, Business Administration, or a related field.
• Proven experience in reservations, front office, or customer service (hospitality preferred).
• Strong verbal and written communication skills.
• Excellent attention to detail and organizational skills.
• Ability to work under pressure during peak booking periods.
• Tech-savvy with the ability to use booking systems, spreadsheets, and messaging platforms.
• Professional phone etiquette and customer-focused mindset.
• Willingness to work weekends, public holidays, and shifts as required.

Key Competencies

• Sales & Conversion Skills
• Customer Service Excellence
• Attention to Detail
• Policy Compliance
• Time Management
• Clear Communication

Performance Expectations

• High booking conversion rate from enquiries.
• Zero or minimal booking errors.
• Accurate payment tracking and documentation.
• Positive guest feedback on communication and service.
• Strict adherence to reservation policies and procedures.