Job Summary:

Malawi Sun Hotel is seeking a detail-oriented and customer-focused Reservation Executive to manage the hotel’s reservation operations. The successful candidate will be responsible for handling guest inquiries, converting leads into confirmed bookings, maximizing room occupancy and revenue, and providing outstanding customer service while ensuring efficient booking operations.

Role Objective:

To convert incoming enquiries into confirmed reservations, ensuring seamless guest booking journeys and maximum yield per available room.

The role serves as the critical link between the marketing department’s generated demand and the final booking confirmation, bridging the gap between interest and revenue.

Key Responsibilities:

Reservation Management:

• Handle all incoming reservation inquiries via phone, email, and online booking platforms promptly and professionally.
• Process, modify, and cancel reservations accurately using the Property Management System (PMS).
• Ensure all booking details, guest preferences, and special requests are recorded correctly.

Revenue & Yield Optimization:

• Maximize room occupancy and revenue per available room (RevPAR) through effective yield management.
• Apply upselling and cross-selling techniques to enhance guest experiences and increase revenue.
• Monitor room availability and manage overbooking situations proactively.

Customer Service:

• Provide outstanding customer service by addressing guest inquiries, concerns, and special requests with professionalism and empathy.
• Build rapport with guests to encourage repeat business and loyalty.
• Resolve booking-related complaints effectively and escalate complex issues when necessary.

Coordination & Communication:

• Collaborate closely with the front office, sales, and marketing departments to ensure seamless guest experiences.
• Communicate important guest information to relevant departments to ensure smooth check-ins and stays.
• Liaise with the marketing department to align booking strategies with promotional campaigns.

Reporting & Administration:

• Maintain accurate records of all reservations, cancellations, and no-shows.
• Prepare daily, weekly, and monthly reservation reports for management review.
• Stay updated on hotel packages, promotions, and competitor pricing.

Qualifications & Skills:

Education:

• Diploma or Bachelor’s degree in Hospitality, Tourism, or a related business field.

Experience:

• Must have 1–3 years of experience in hospitality, customer service, or a reservations role.

Core Competencies:

• Technical Skills: Proficiency in MS Office (Word, Excel, Outlook) and Property Management Systems (PMS).
• Communication: Excellent verbal and written communication skills.
• Negotiation: Strong negotiation capabilities to close bookings and manage rates.
• Pressure Management: Ability to work under pressure and handle multiple tasks simultaneously.
• Attention to Detail: High level of accuracy in data entry and booking processes.
• Customer Orientation: A genuine passion for delivering exceptional guest service.

What We Offer:

• An opportunity to work in a dynamic hospitality environment.
• Exposure to a professional hotel operations setting.
• A platform to develop skills in revenue management and customer relations.

• Handle all incoming reservation inquiries via phone, email, and online booking platforms promptly and professionally.
• Process, modify, and cancel reservations accurately using the Property Management System (PMS).
• Ensure all booking details, guest preferences, and special requests are recorded correctly.
• Maximize room occupancy and revenue per available room (RevPAR) through effective yield management.
• Apply upselling and cross-selling techniques to enhance guest experiences and increase revenue.
• Monitor room availability and manage overbooking situations proactively.
• Provide outstanding customer service by addressing guest inquiries, concerns, and special requests with professionalism and empathy.
• Build rapport with guests to encourage repeat business and loyalty.
• Resolve booking-related complaints effectively and escalate complex issues when necessary.
• Collaborate closely with the front office, sales, and marketing departments to ensure seamless guest experiences.
• Communicate important guest information to relevant departments to ensure smooth check-ins and stays.
• Liaise with the marketing department to align booking strategies with promotional campaigns.
• Maintain accurate records of all reservations, cancellations, and no-shows.
• Prepare daily, weekly, and monthly reservation reports for management review.
• Stay updated on hotel packages, promotions, and competitor pricing.

• Proficiency in MS Office (Word, Excel, Outlook) and Property Management Systems (PMS).
• Excellent verbal and written communication skills.
• Strong negotiation capabilities to close bookings and manage rates.
• Ability to work under pressure and handle multiple tasks simultaneously.
• High level of accuracy in data entry and booking processes.
• A genuine passion for delivering exceptional guest service.

• Diploma or Bachelor’s degree in Hospitality, Tourism, or a related business field.
• 1–3 years of experience in hospitality, customer service, or a reservations role.