Reservations Agent

The Reservations Agent is responsible for handling all guest room booking inquiries in a courteous, efficient, and professional manner. The role ensures accurate reservation processing, maximizes revenue through effective selling techniques, and delivers a seamless pre-arrival experience that reflects the hotel’s brand standards.

Key Responsibilities:

• Handle all reservation requests through phone, email, and online channels promptly and professionally.

• Ensure accuracy in recording guest information, room preferences, special requests, and billing details.

• Apply upselling and cross-selling techniques to maximize revenue and enhance guest satisfaction.

• Process modifications, cancellations, and confirmations efficiently in the property management system (e.g., Opera).

• Maintain a thorough understanding of room types, rates, packages, and ongoing promotions.

• Coordinate with Front Office, Sales, and Revenue teams to ensure smooth operations and accurate forecasting.

• Handle group bookings, corporate accounts, and travel agent reservations according to hotel policy.

• Monitor daily arrivals and prepare pre-arrival correspondence to ensure personalized service.

• Follow hotel standards for data privacy, payment security, and reservation documentation.

• Address guest inquiries and resolve issues promptly to ensure satisfaction and loyalty.

Requirements:

• Previous experience in hotel reservations or front office preferred.

• Proficiency in hotel PMS systems (Opera or similar).

• Strong communication and customer service skills, both verbal and written.

• Detail-oriented, organized, and able to multitask under pressure.

• Proficient in MS Office applications.

• Flexibility to work shifts, weekends, and holidays.