Reservation Agent

Summary The Reservations Agent is responsible for handling all reservation inquiries, bookings, and cancellations in a timely and professional manner. The incumbent will provide exceptional guest service, assisting them with their accommodation needs and ensuring accurate information is communicated effectively. This role requires strong communication skills, attention to detail, and the ability to work collaboratively with other departments to ensure guest satisfaction and operational efficiency.

Key Responsibilities

Respond promptly to reservation inquiries via phone, email, and online platforms.

Assist guests in making room reservations based on their preferences and needs.

Input and maintain accurate reservation records into the PMS, Opera Cloud.

Provide personalized service to guests, addressing their questions and concerns professionally and courteously.

Upsell hotel amenities and services to maximize revenue opportunities.

Handle guest complaints and resolve issues promptly to ensure guest satisfaction.

Communicate effectively with other hotel departments to ensure seamless guest experiences.

Coordinate special requests and accommodations with housekeeping, front desk, and other relevant teams.

Confirm reservations and send booking confirmations to guests promptly.

Promote direct bookings and educate guests on the benefits of booking directly with the hotel.

Implement revenue management strategies as directed by the Director of Revenue / Revenue Manager.

Monitor room availability and make recommendations to maximize occupancy and revenue.

Prepare daily reports on reservations, cancellations, and no-shows.

Maintain accurate records of guest interactions and transactions.

Assist with administrative duties as assigned by the Reservations Manager.

It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.

Key Competencies

Attention to detail

Service excellence

Communication

Commercial awareness

Planning & organisation

Driving results

Flexibility

Accountability

Teamwork

Can-do attitude

Background

Business / hospitality management certification is an advantage.

Proficiency in Opera Cloud.

1 years’ experience working as a reservation agent or in a similar role.

Language requirement : English.

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