Reservations Agent

Role Overview

Reservation and Guest Service Duties

• Handle inquiries through telephone, email, online platforms, and other designated channels; process bookings, amendments, and cancellations accurately.
• Provide information about availability, rates, packages, promotions, restaurants, and hotel facilities; maintain knowledge of services, room categories, operating hours, and events.
• Use upselling and cross-selling to increase room and Food & Beverage revenue.
• Record guest preferences, requests, reservation details, and payment information; explain booking terms, payment requirements, and cancellation policies.
• Follow up on requests, monitor reservations for accuracy and compliance, and coordinate arrangements with hotel departments.
• Manage restaurant bookings, events, group reservations, and dining promotions; refer corporate, banquet, and event inquiries to appropriate departments.
• Verify reservation information and process deposits, billing instructions, and payment arrangements.
• Handle concerns and complaints professionally, escalating complex matters to the Reservation Manager when required.
• Maintain confidential guest records and correspondence; communicate special offers and packages to potential guests.
• Follow hotel policies, procedures, brand standards, and service guidelines while contributing to guest satisfaction.

Qualifications and Experience

• A diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field is an advantage.
• Experience in Reservations, Front Office, Guest Services, or a similar customer-facing role is preferred; luxury hotel experience is an advantage.

Skills and Availability

• Excellent verbal and written English communication; additional languages are an asset.
• Good knowledge of hotel reservation and property management systems; Opera is preferred.
• Strong sales skills, understanding of reservations and hotel services, telephone etiquette, interpersonal skills, and attention to detail.
• Organized, customer-focused, professional, courteous, and proactive; able to manage multiple inquiries, work in a fast-paced setting, and collaborate across departments.
• Flexibility to work rotating shifts, weekends, and public holidays.

What We Offer

• The employer offers competitive salary and benefits.

About the Hotel