Reservation & Administration Officer

1.  Inquiry, Booking & Guest Data Management

• Serve as the first point of contact for all tour inquiries received across email, phone and digital platforms.
• Maintain strict SLA compliance by responding to all initial customer inquiries within 2 business hours.
• Capture complete and accurate guest profiles in the CRM/PMS, prioritizing group details and high-risk dietary/allergen information.
• Issue formal quotes and transparently communicate payment terms (including 100% upfront prepayment for bookings made under 48 hours in advance).
• Request invoice issuance from Accounts ('INV REQ') and issue final Booking Confirmation emails to guests within 4 hours of payment clearance.

2.  Cross-Departmental Coordination & Quality Control

• Generate and circulate the official 'FINAL GUEST LIST & ALLERGENS' report to Food & Beverage (F&B) and Tour Guides (TG) 24 hours before each tour.
• Lead the operational Pre-Tour Briefing 17 hours prior to tour execution to align on guest count, VIP protocols, transport requirements and special dietary needs.
• Act immediately on booking contingencies, following up on payment failures with Accounts and contacting guests in case of late arrivals or no-shows.
• Monitor post-tour feedback, document guest comments or complaints, and close the loop with relevant departmental leads within 3 business days.

3.  Executive Support & General Administration

• Manage the centralized info@karungurucoffee.com inbox, triaging, categorizing and routing emails to appropriate department leads within 1 hour.
• Provide executive calendar management for the General Manager, resolving scheduling conflicts and preparing briefing materials 24 hours in advance.
• Coordinate all internal meetings, circulating agendas at least 48 hours prior and distributing clear, actionable minutes within 24 hours post-meeting.
• Maintain digital records, SOP communication templates, and basic office administration files to ensure smooth operational continuity.

Qualifications & Key Competencies

• Education: Diploma or bachelor's degree in hospitality management, Business Administration, Tourism, or a relevant discipline.
  
• Experience: 2 to 4 years of solid experience in reservations coordination, front office, guest relations, or executive administration (hospitality/tourism sector highly desirable).
  
• Technical Skills: Strong working proficiency in Google Workspace (Calendar, Docs, Sheets) and direct experience using CRM or Property Management Systems (PMS).
  
• Communication: Exceptional written and spoken English communication skills with clear, courteous telephone and email etiquette.
  
• Operational Rigor: Outstanding attention to detail, strict adherence to SLAs, and strong multi-tasking skills under tight operational schedules.
  
• Schedule Availability: Willing and available to work full-time on-site from Monday to Saturday, 8:00 AM to 5:00 PM.