job description
Join Primera Hotel Seminyak, a premier luxury destination in the heart of Bali, as a Reservation & E-Commerce Specialist. In this dynamic role, you will be the first point of contact for guests, ensuring seamless bookings, exceptional customer service, and a flawless digital experience. Your expertise will drive direct reservations, optimize online sales, and enhance guest satisfaction through personalized interactions.
Based in the vibrant region of Badung, Bali, this position offers the perfect blend of hospitality excellence and e-commerce innovation. Whether you're managing inquiries via phone, email, or our cutting-edge booking platform, your role will be pivotal in shaping unforgettable guest experiences while contributing to the hotel’s revenue growth.
If you’re a detail-oriented professional with a passion for hospitality and digital sales, this is your opportunity to thrive in one of Bali’s most sought-after hotels.
Responsibility
- Manage all incoming reservation inquiries via phone, email, and online channels with professionalism and efficiency.
- Process room bookings, modifications, and cancellations while ensuring accuracy and adherence to hotel policies.
- Optimize the hotel’s e-commerce platforms (OTAs, direct website) to maximize visibility, conversions, and revenue.
- Provide personalized recommendations to guests, including room upgrades, packages, and local experiences to enhance their stay.
- Collaborate with the sales and marketing teams to develop promotional strategies and special offers.
- Maintain up-to-date knowledge of room availability, rates, and hotel amenities to provide accurate information.
- Resolve guest complaints or issues promptly, ensuring a high level of satisfaction and repeat business.
- Generate and analyze reservation reports to identify trends and opportunities for improvement.
Qualifications
- Minimum 2 years of experience in hotel reservations, front desk operations, or e-commerce in the hospitality industry.
- Fluency in English (written and spoken); additional languages (e.g., Indonesian, Mandarin) are a plus.
- Strong familiarity with Property Management Systems (PMS) and online booking platforms (e.g., Opera, Cloudbeds, Booking.com, Agoda).
- Exceptional customer service skills with a guest-centric approach and problem-solving mindset.
- Proven ability to work in a fast-paced environment, manage multiple tasks, and meet deadlines.
- Basic knowledge of digital marketing, SEO, or revenue management is advantageous.
- High school diploma or equivalent; a degree in Hospitality, Tourism, or Business is preferred.
- Flexibility to work shifts, including weekends and holidays, as required by operational needs.