Reservations Agent

Role overview

Responsibilities

• Handle individual and group reservation enquiries by telephone, email, and other approved channels; provide accurate room, rate, package, availability, and facility information.
• Convert enquiries into bookings through attentive communication and appropriate upselling.
• Create, modify, and cancel bookings in Opera PMS; verify booking details, payments, special requests, and confirmations.
• Maintain guest profiles and booking information; process cancellations, amendments, and no-shows according to hotel policies.
• Coordinate booking arrangements with Front Office, Sales, other departments, travel agents, corporate clients, and booking partners.
• Monitor and follow up on pending enquiries within established timelines.
• Assist with daily reservation reports, booking records, and administrative tasks.
• Follow approved rate structures, inventory controls, and reservation procedures.

Qualifications and experience

• At least one year of hotel or resort reservations experience; luxury hospitality experience preferred.
• Diploma or degree in Hospitality Management or a related field preferred.
• Working knowledge of Opera PMS or a comparable hotel property management system.
• Good understanding of room categories, rate plans, reservation procedures, and booking policies.
• Excellent written and verbal English; additional languages are advantageous.
• Strong attention to detail and accuracy; able to manage multiple enquiries, prioritise tasks, and meet response deadlines.
• Good working knowledge of Microsoft Office, including Excel and Outlook.
• Confidence explaining hotel offerings and identifying appropriate upselling opportunities.
• Flexibility to work shifts, weekends, and public holidays.

What the resort offers

• Opportunity to contribute to the guest journey of a luxury beachfront resort and its transformation toward the planned 2028 opening.
• Competitive tax-free salary and service charge; medical insurance, annual leave, flight benefits, and end-of-service gratuity.
• Complimentary accommodation, transportation, and employee meals.
• Learning, development, and career growth opportunities in a collaborative hospitality environment.

Management level