Reservation Executive at Ziba Beach Resort

Ziba is Nigeria’s first overwater beach resort, and our views and experiences will inspire you to plan your next vacation even before you leave. Ziba beach resort is the perfect destination for your family with activities to create lasting memories, break from the norm and explore new foods and experiences.The Reservations Executive is responsible for managing room and package bookings accurately and efficiently while delivering excellent guest communication and service. This role requires strong attention to detail, clear communication, and the ability to convert enquiries into confirmed bookings while upholding Ziba Beach Resort’s policies, standards, and guest experience promise.

Key Responsibilities

Handle all reservation enquiries via phone calls, WhatsApp, email, website, and social media channels.
Accurately create, modify, and manage bookings on the reservation system.
Clearly communicate room types, packages, rates, inclusions, policies, and terms to guests.
Convert enquiries into confirmed bookings through effective follow-up and persuasion.
Ensure all guest details, dates, payments, and special requests are correctly captured.
Send booking confirmations, payment links, invoices, and policy information promptly.
Track payments, deposits, and balances and escalate overdue payments when necessary.
Maintain up-to-date knowledge of room availability, packages, promotions, and blackout dates.
Liaise with front office, operations, and guest experience teams to ensure seamless guest arrival.
Handle booking changes, reschedules, and cancellations strictly in line with company policy.
Respond to guest enquiries professionally, calmly, and courteously at all times.
Maintain accurate daily reservation reports and booking records.
Upsell rooms, packages, and add-on experiences where appropriate.

Required Skills & Qualifications

Minimum of OND/HND/BSc in Hospitality, Business Administration, or a related field.
Proven experience in reservations, front office, or customer service (hospitality preferred).
Strong verbal and written communication skills.
Excellent attention to detail and organizational skills.
Ability to work under pressure during peak booking periods.
Tech-savvy with the ability to use booking systems, spreadsheets, and messaging platforms.
Professional phone etiquette and customer-focused mindset.
Willingness to work weekends, public holidays, and shifts as required.

Key Competencies

Sales & Conversion Skills
Customer Service Excellence
Attention to Detail
Policy Compliance
Time Management
Clear Communication

Performance Expectations

High booking conversion rate from enquiries.
Zero or minimal booking errors.
Accurate payment tracking and documentation.
Positive guest feedback on communication and service.
Strict adherence to reservation policies and procedures.