Back Office Agent Hybrid

Job Description

Position Overview

The Back Office Agent is responsible for managing departmental inboxes, processing reservations, maintaining accurate data across PMS and CRM systems, and ensuring all revenue-impacting enquiries are handled promptly and in line with hotel standards.

This role requires strong attention to detail, excellent written and verbal English communication skills, and the ability to prioritize tasks effectively in a fast-paced hospitality environment.

Key Responsibilities

Inbox & Enquiry Management

• Manage multiple departmental inboxes, including Transient, Groups, and Meetings & Events (M&E).
• Ensure all revenue-impacting enquiries are responded to promptly and professionally during working hours.
• Prioritize enquiries based on urgency, revenue value, and operational timelines.
• Maintain clear email organization and filing systems to ensure traceability and completion tracking.
  
  

• Process and manage diverse booking types in line with agreed rates and hotel standards, including:
• Long Stay bookings
• Corporate bookings
• Wholesale reservations
• Meetings & Events (M&E) bookings
• Accurately process confirmed reservations in PMS (MEWS or equivalent system).
• Record all enquiries and booking updates in Salesforce or a designated CRM.
• Ensure that the correct rate application, company details, segments, payment terms, and booking notes are properly recorded.
• Update payment details and flag missing or incomplete information when required.

• Accurately update and maintain data across PMS (MEWS), Salesforce, and related systems.
• Record enquiries at proposal stage and update booking status (Pending, Confirmed, Declined).
• Upload supporting documentation such as contracts, Banquet Event Orders (BEOs), and other booking-related documents into CRM systems.
• Ensure consistency and accuracy of all customer and booking records.
  
  

• Build group bookings in PMS with accurate rooming lists, rates, company details, and segmentation.
• Record group and M&E enquiries in Salesforce.
• Generate Banquet Event Orders (BEOs) with complete and accurate event details.
• Track amendments and cancellations to ensure system accuracy.
  
  

• Build and deliver weekly reports (due every Thursday) covering:
• All new enquiries received
• Status of enquiries (Pending, Confirmed, Declined)
• Two-week pipeline of upcoming groups and events for Operations meetings
• Ensure reports are accurate, complete, and submitted within the deadline.
• Monitor booking movements and maintain updated tracking logs.

• Proven ability to accurately manage and update booking and enquiry data across multiple systems (PMS and CRM).
• Experience handling multiple booking types (Long Stay, Corporate, Wholesale, M&E) in line with agreed commercial terms.
• Strong ability to manage multiple inboxes and prioritize revenue-impacting enquiries.
• Experience in preparing structured weekly pipeline and enquiry status reports.
• Exceptional attention to detail with high data accuracy standards.
• Strong written and verbal English communication skills.
• Excellent organization, time management, and task prioritization skills.
  
  

• Familiarity with managing third-party platforms such as Booking.com and Expedia.
• Basic understanding of invoicing processes, payment tracking, and ledger coordination.
• Experience merging duplicate profiles and identifying occupancy or booking trends.
• Experience responding to guest reviews on public extranets.