Reservation Agent - German/French speaker

Role summary

Main duties

• Manage reservations across telephone, email, online platforms, and other channels; process changes and cancellations accurately.
• Explain room options, rates, packages, promotions, hotel facilities, services, and guest experiences.
• Assist guests with requests and travel needs in German/French and English; resolve reservation concerns and feedback.
• Upsell and cross-sell rooms, packages, and hotel services to support revenue goals.
• Coordinate with Front Office, Sales, Revenue Management, and other departments; monitor availability, booking pace, demand, and trends.
• Maintain accurate guest profiles, reservation records, market segments, and booking details in the property management system.
• Handle FIT, corporate, group, and travel-trade reservations; prepare reports, forecasts, and occupancy updates as required.
• Maintain guest confidentiality and comply with company policies, reservation procedures, and data-protection requirements.

Qualifications

• Diploma or bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• One to two years of Reservations, Front Office, Guest Services, or similar hospitality experience; luxury hotel experience is preferred.
• Fluency in German and English or French and English, with strong verbal and written communication.
• Understanding of reservation operations, room inventory, guest service, and luxury hospitality standards.
• Experience with PMS, CRS, and Microsoft Office; ability to maximize revenue through upselling and cross-selling.
• Strong organization, attention to detail, accuracy, communication, interpersonal, and problem-solving abilities.
• Able to handle multiple priorities in a fast-paced environment while maintaining professionalism.

Role capabilities

• Deliver personalized, guest-focused service and maintain knowledge of hotel offerings, promotions, policies, loyalty programs, and guest experiences.
• Support occupancy and revenue goals through effective guest engagement and reservation trend monitoring.