Hotel Desk Coordinator(Tours&Travel)

Reporting To: Travel Manager

Purpose of the Role

ensuring service excellence, and strengthening supplier partnerships — while protecting the company’s profitability and brand reputation.

Key Responsibilities

• Manage end-to-end hotel accommodation services for corporate clients in accordance with approved travel policies and service level agreements (SLAs) / contracts.
  
• Coordinate hotel reservations, negotiations, and confirmations while ensuring cost efficiency, quality standards, and client preferences are met.
  
• Develop and maintain strategic relationships with hotel partners and accommodation suppliers to secure preferred rates and availability.
  
• Ensure accuracy and compliance of all booking details, including contracted rates, room allocations, billing instructions, and cancellation terms.
  
• Oversee amendments, re-bookings, and cancellations with minimal disruption to client travel plans.
  
• Issue booking confirmations, accommodation vouchers, and related documentation in a timely and professional manner.
  
• Maintain and regularly update hotel databases, rate agreements, and supplier records within company systems.
  
• Address client inquiries, service escalations, and accommodation-related issues promptly, ensuring effective service recovery.
  
• Collaborate closely with internal teams including air ticketing, operations, finance, and account management to deliver seamless travel solutions.
  
• Ensure adherence to company procedures, client contracts, and regulatory requirements.
  
• Monitor accommodation spend, identify cost-saving opportunities, and prepare management and client reports as required.
  
• Support after-hours or emergency accommodation arrangements in line with company policies
  

Requirements

Academic Qualifications and Experience Required

• Diploma or Bachelor’s degree in Hospitality Management, Tourism Management, Travel & Leisure Management, Business Administration, or a related field.
  
• Minimum of 5 years’ relevant experience in hotel reservations, travel operations, hospitality coordination, or a similar role within a Travel Management Company, corporate travel agency, hotel reservations office, or hospitality environment.
  
• Training in Corporate Travel Management Systems, Customer Relationship Management (CRM) or Hotel Reservation Systems is desirable.
  
• Working knowledge of hotel reservation systems, corporate travel booking tools, and CRM platforms is desirable.
  
• Experience handling corporate clients, negotiated hotel rates, and supplier relationships is highly preferred.
  

Skills and Competencies Required

1. Technical & Professional Competencies

• Strong knowledge of hotel reservations, accommodation operations, and corporate travel processes.
  
• Proficiency in hotel booking systems, corporate travel management tools, and CRM platforms.
  
•  Understanding of corporate travel policies, rate negotiations, and supplier contract management.
  
• Ability to manage multiple bookings accurately in a fast-paced, deadline-driven environment.
  
• High level of attention to detail to ensure accuracy in reservations, billing, and documentation.
  
•  Competence in reporting, data tracking, and accommodation spend analysis.
  

2. Client Service & Communication

• Excellent customer service orientation with the ability to manage corporate and VIP clients professionally.
  
• Strong verbal and written communication skills.
  
• Ability to handle client inquiries, complaints, and service escalations with discretion and efficiency.
  
• Strong relationship management skills with clients, hotels, and accommodation suppliers.
  
• 3. Organizational & Operational Skills
  
• Effective time management and prioritization skills.
  
• Ability to work under pressure and manage last-minute or emergency accommodation requests.
  
•  Strong problem-solving and decision-making capabilities.
  
• Ability to follow standard operating procedures (SOPs) and service level agreements (SLAs).
  

4. Commercial & Business Acumen

• Cost-conscious mindset with the ability to identify value-for-money accommodation solutions.
  
• Awareness of commercial terms, cancellation policies, and negotiated corporate rates.
  

5. Personal Attributes

• High level of professionalism, integrity, and confidentiality.
  
• Strong teamwork and collaboration skills across departments.
  
• Adaptability and willingness