Cluster Reservation Agent

Key Responsibilities

• Handle room reservation enquiries through telephone, email, online channels, and other booking platforms.
• Process new bookings, amendments, cancellations, and special requests accurately.
• Provide guests with accurate information on room types, rates, packages, promotions, and hotel facilities.
• Maximize revenue opportunities through effective upselling and cross-selling.
• Ensure reservation details, guest profiles, rates, payment instructions, and special requests are correctly recorded in the system.
• Coordinate with Front Office, Revenue, Sales, Finance, and other departments to ensure a seamless guest experience.
• Handle reservations from direct guests, corporate accounts, travel agents, and online travel agencies (OTAs).
• Maintain professional communication and respond promptly to guest and partner enquiries.
• Follow hotel policies, brand standards, reservation procedures, and data confidentiality requirements.
• Support both cluster properties according to operational and business requirements.
• Qualifications & Skills
• Previous experience in Reservations, Front Office, Guest Services, or a similar hospitality role is preferred.
• Experience in a 4- or 5-star hotel environment is an advantage.
• Knowledge of hotel reservation/PMS systems and online booking platforms is preferred.
• Excellent verbal and written communication skills in English.
• Strong attention to detail and organizational skills.
• Guest-focused with good sales and upselling abilities.
• Able to multitask and work effectively in a fast-paced environment.
• Positive team player with the flexibility to support both cluster properties.
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