(GRO) Guest Reservations Officer

We are hiring a Guest Reservations Officer (GRO) who will manage guest reservation coordination and ensure accurate operational tracking across hospitality properties. The role includes maintaining daily logs, assigning issues to departments, following up for closure, updating the Visitor Management System (VMS), and preparing weekly/monthly performance reports.

Key Responsibilities

1) Reservations & Guest Registration

· Receive, record, and confirm guest reservation details (dates, property/unit, guest info, occupancy).

· Coordinate guest registration and support check-in/check-out with unit holders and internal communication teams.

· Maintain daily room allocation and occupancy status records.

2) Daily Operational Logs

· Record vehicle entry/exit logs received from Security (time, vehicle number, reference).

· Record guest movement and service requests (housekeeping, maintenance, etc.).

· Maintain daily logs of complaints, incidents, and operational issues by room/unit and property.

3) Issue Assignment & Follow-up

· Assign issues to relevant departments (Housekeeping / Maintenance / Security / Front Desk / Vendors).

· Track every issue from reporting to closure with timestamps and actions taken.

· Escalate delays/unresolved issues to management with clear timeline and evidence.

· Flag repeat issues (same room/property/category) for corrective action.

4) Reporting & Performance Analysis

· Prepare weekly/monthly reports on:

o Issues per property

o Top issue categories

o Average resolution time by department

o Repeat issues by room/unit

o Complaint/incident trends

· Share insights and improvement points with management.

5) VMS (Visitor Management System) – Focal Person

· Update VMS daily (guests, vendors, vehicles, maintenance tasks, inventory entries).

· Ensure data accuracy and train relevant staff on correct data entry.

· Coordinate with IT/vendor for system fixes and improvements.

6) Documentation & Vendor Tracking

· Maintain maintenance logs (technician visits, costs, status, warranties).

· Record breakage/replacement claims and required documentation.

· Track vendor schedules, AMCs, and compliance.

Key Requirements

· Graduate (BBA / MBA required)

· Excellent computer skills (especially Excel + reporting + accurate data entry)

· Strong coordination and follow-up with multiple departments

· Strong documentation skills with attention to detail

· Professional communication and confidentiality

Preferred

· Experience in hospitality reservations/front desk/operations coordination

Strong Excel skills (Pivot Tables, summaries, dashboards)

Job Type: Full-time

Education:

• Bachelor's (Required)

Work Location: In person