Reservation Officer (Remote)

About the role

The Reservation Officer will manage guest reservations and communications for two growing hospitality brands in Sri Lanka. Working remotely, you will be the first point of contact for prospective guests, handling phone calls, WhatsApp messages and online inquiries to turn interest into confirmed bookings.

Key responsibilities

• Answer incoming reservation calls and respond promptly to guest inquiries via WhatsApp and other booking channels.
• Check room availability, communicate rates, packages and property information.
• Process new reservations, amendments, cancellations and payment‑related communications.
• Maintain accurate, up‑to‑date reservation records and guest profiles.
• Coordinate with on‑site teams regarding arrivals, special requests and guest requirements.
• Handle guest concerns professionally and escalate operational issues when necessary.
• Support occupancy and revenue targets by promoting available accommodation and relevant packages.

Required profile

• Strong communication skills in English and Sinhala; additional languages are a plus.
• Previous experience in hotel reservations, hospitality or customer service.
• Excellent telephone etiquette and professional WhatsApp communication.
• Basic sales ability to convert inquiries into confirmed bookings.
• Good computer literacy and ability to manage multiple inquiries simultaneously.
• Self‑motivated, able to work independently in a remote environment while maintaining responsiveness.
• Customer‑focused attitude with a commitment to delivering excellent guest experiences.