Reservation Agent

Job summary

About the hotel

Reservations and guest service

• Handle calls and guest inquiries in line with reservation standards and call-flow procedures.
• Explain availability, rates, room types, restrictions, promotions, packages, restaurants, entertainment, and hotel facilities.
• Ask questions to establish booking needs; verify details and accurately record special requests and loyal-guest information.
• Enter reservations in OPERA and issue confirmation or cancellation numbers; send confirmation letters within 24 hours.
• Explain guarantee, payment, and cancellation policies and describe room categories, features, and benefits.
• Resolve concerns promptly, anticipate guest needs, and deliver personalized service.

Sales and coordination

• Recommend suitable rooms, offer alternative dates or sister properties when full, and upsell suites, outlets, and facilities to support revenue.
• Coordinate visa-application support, airport transfers, restaurant reservations, VIP bookings, and same-day booking changes with relevant departments.
• Maintain hotel and departmental knowledge and provide timely updates to colleagues.
• Follow service policies, support staff discipline, attend training, and perform other duties assigned by management.

Standards and procedures

• Follow emergency, lost-and-found, attendance, grooming, hygiene, environmental, and equipment-care procedures.
• Report punctually according to the departmental roster and participate in company activities.

Education and experience

• Diploma or degree in hospitality.
• Knowledge of reservation and distribution tools and the hospitality sector.
• OPERA v5 or OPERA Cloud knowledge; Microsoft Office and Outlook are also listed.
• One or two years of customer service, Front Desk, or telephone-operator experience is preferred.
• The posting is accessible to beginners and offers on-the-job training.

Skills and personal qualities

• Excellent communication, effective listening, clear and friendly communication, and high-level telephone skills.
• Excellent written and spoken English.
• Organized, disciplined, dedicated, loyal, friendly, and pleasant approach.
• Able to work under pressure, meet deadlines, and take personal responsibility for performance.