Reservation executive

We are looking for a passionate, service-oriented, and proactive Reservation Executive to join our growing team.

Position summary

As a Reservation Executive, you will be the first point of contact for our guests. You will manage reservations, respond to guest inquiries, provide outstanding customer service, and coordinate with internal departments to ensure a seamless guest experience from booking to check-out.

Key responsibilities

• Handle reservation inquiries via phone, WhatsApp, email, website, and online booking platforms.
• Convert inquiries into confirmed bookings through excellent communication and customer service.
• Assist guests with booking modifications, cancellations, and special requests.
• Provide accurate information regarding villas, facilities, rates, promotions, and local attractions.
• Coordinate with Operations, Housekeeping, Finance, and Villa Managers to ensure smooth guest arrivals and departures.
• Manage and update reservations in the Property Management System (PMS).
• Monitor booking channels and maintain accurate reservation records.
• Follow up on quotations and pending reservations.
• Resolve guest concerns professionally and escalate issues when necessary.
• Support revenue optimization by following pricing and availability strategies.
• Maintain high service standards and contribute to achieving occupancy and revenue targets.

Requirements

• Minimum Diploma (D3) or Bachelor's Degree in Hospitality, Tourism, Business, Communications, or a related field.
• Minimum 1–2 years of experience in Reservations, Customer Service, Front Office, Call Center, or Hospitality.
• Excellent spoken and written English (mandatory).
• Confident handling phone calls and communicating with international guests.
• Strong customer service mindset with excellent interpersonal and communication skills.
• Sales-oriented with the ability to convert inquiries into bookings.
• Computer literate with good knowledge of Microsoft Office.
• Experience using PMS, Channel Manager, or OTA extranets is an advantage.
• Highly organized, detail-oriented, and able to multitask.
• Able to work under pressure in a fast-paced environment.
• Positive attitude, proactive, adaptable, and a strong team player.

Preferred background

Candidates with experience in any of the following are encouraged to apply

• Hotel Reservations
• Villa Reservations
• Guest Relations
• Front Office
• Customer Service
• Call Center
• Travel Agency
• Hospitality Sales Support

Working hours

• Full-time position with a 24/7 rotating shift schedule.
• Willing to work morning, afternoon, overnight (night shift), weekends, and public holidays based on the roster.
• Shifts may include overnight hours to ensure continuous guest support and reservation coverage.
• Flexible to work additional hours when required to support operational needs.

What we offer

• Competitive salary and benefits.
• Career growth opportunities within a fast-growing villa management company.
• A dynamic and international working environment.
• Continuous learning and professional development opportunities.
• The opportunity to be part of a team dedicated to delivering exceptional guest experiences.

Compensation & benefits

• Salary: IDR 4,000,000 – 5,000,000 per month (depending on experience and qualifications).
• BPJS Kesehatan & Ketenagakerjaan.
• Night shift allowance.
• Performance review and salary adjustment based on performance.
• Career development opportunities within Tropically Group.