Reservation Executive

I. JOB DESCRIPTION

1. Job purpose

The Reservation Executive is responsible for the timely, accurate handling of all reservation requests — from initial availability check and quotation through to confirmed booking — across accommodation, transport, and core trip components for both FIT and group business. The role safeguards rate integrity and inventory accuracy, ensures suppliers confirm services within required timeframes, and hands over fully confirmed, correctly costed bookings to the Operations team ahead of arrival. The Reservation Executive is the first point of technical control in the sales-to-delivery chain, protecting margin, availability, and the accuracy of every confirmed itinerary.

2. Accountabilities / Main Responsibilities

• Check availability and issue accurate, timely quotations for accommodation, transport, and trip components requested by Sales.
• Convert quotations into confirmed bookings and secure written confirmation from suppliers within agreed timeframes.
• Maintain accurate, up-to-date rates, allotments, and contract terms in the reservation system.
• Monitor and control booking status, deposits, and payment deadlines to avoid lapsed or cancelled holds.
• Liaise with suppliers to resolve availability conflicts, rate discrepancies, and confirmation delays.
• Hand over fully confirmed, correctly costed bookings to Operations ahead of the review cutoff.
• Support rate loading, contract updates, and seasonal rate changes in coordination with Contracting.
  
  

3. Responsibilities / Tasks


3.1 Quotation & Availability Management

• Receive reservation requests from Sales for hotels, private transport, guides, restaurants, and optional services.
• Check real-time availability with suppliers or via extranets/channel systems and issue accurate quotations within agreed response times.
• Advise Sales of rate changes, blackout dates, minimum-stay conditions, or allotment constraints affecting a quotation.
  
  

3.2 Booking Confirmation & Data Management

• Convert accepted quotations into firm bookings and issue booking requests to suppliers within required lead times.
• Follow up with suppliers to secure written confirmation and chase overdue confirmations before the review cutoff.
• Input and maintain complete, accurate booking records in the master file, including rates, terms, and cancellation policies.
• Review all bookings for accuracy and completeness at least five (5) working days prior to customer arrival, ahead of handover to Operations.
  
  

3.3 Rate & Contract Administration

• Load and update supplier rates, allotments, and contract terms in the reservation system for each season.
• Flag rate discrepancies, expired contracts, or parity issues to the Contracting team.
• Maintain a current reference file of net rates, commission terms, and cancellation policies by supplier.
  
  

3.4 Deposit, Payment & Cancellation Control

• Track deposit and full-payment deadlines for each booking and alert Sales and Finance ahead of due dates.
• Process amendments and cancellations in line with supplier policy, minimising cancellation fees and lost deposits.
• Release unconfirmed holds and unused allotment promptly to protect rate and inventory integrity.
  
  

3.5 Supplier Coordination

• Build and maintain working relationships with hotel, transport, and service suppliers to secure priority handling and favourable rates.
• Resolve booking discrepancies (rate mismatches, room type errors, overbookings) directly with suppliers.
• Escalate recurring supplier issues to the Reservations Manager for contractual follow-up.
  
  

3.6 Handover & Cross-Functional Coordination

• Hand over fully confirmed, correctly costed bookings to the Operations team ahead of the pre-arrival cutoff, flagging any outstanding items.
• Coordinate with Sales on quotation status, client-requested changes, and upsell opportunities.
• Coordinate with Finance on invoicing accuracy, net rate application, and supplier payment schedules.
  
  

3.7 Reporting & Continuous Improvement

• Maintain accurate reservation status reports and highlight bookings at risk of non-confirmation.
• Track recurring quotation or confirmation delays by supplier and recommend process improvements.
  
  

4. Performance Standard

• 100% of quotations issued within the agreed response time (e.g., within 24 hours of request).
• ≥ 98% accuracy of rates, terms, and booking data maintained in the master file and reservation system.
• 100% of bookings confirmed in writing by suppliers before handover to Operations.
• 100% of bookings reviewed and handed over to Operations at least five (5) working days before customer arrival.
• Zero lapsed holds or avoidable cancellation fees due to missed deposit or confirmation deadlines.
• Rate and contract updates loaded into the system within [X] working days of receipt from Contracting.
• Booking discrepancies (rate, allotment, room type) resolved within agreed timelines.
  
  

5. Authority

• Communicate directly with suppliers to request, confirm, amend, or cancel bookings within approved rates and inventory.
• Hold and release inventory/allotment in line with contracted terms.
• Approve routine rate loading and booking corrections within delegated limits; escalate contractual or rate-parity issues to the Reservations Manager.
• Request information, approvals, and clarifications from Sales, Contracting, and Finance to complete reservation processing.
  
  

II. REQUIREMENTS


1. Knowledge & Experience

• Diploma or Bachelor's degree in Tourism, Hospitality, Business Administration, or a related field.
• 1–2 years of experience in reservations, a DMC, hotel, or travel operations; inbound tourism experience preferred.
• Familiarity with reservation / booking systems, channel managers, and rate and contract structures.
• Good English communication skills (written and spoken); an additional language is an advantage.
• Working knowledge of accommodation and transport supplier networks in the destination.
  
  

2. Skills & Competencies

• Strong attention to detail and accuracy, particularly with rates, dates, and contractual terms.
• Excellent organisational and time-management skills with the ability to manage a high volume of requests.
• Strong written communication skills for quotations, confirmations, and supplier correspondence.
• Numeracy skills for rate calculation, margin checks, and deposit tracking.
• Proficiency in MS Office / Google Workspace and reservation / booking systems.
  
  

3. Personal Attributes

• Detail-driven, methodical, and accountable.
• Responsive and service-oriented under time pressure.
• Calm and composed when resolving supplier or availability conflicts.
• Reliable with deadlines, particularly deposit and confirmation cutoffs.
• Collaborative team player across Sales, Operations, Contracting, and Finance.