Reservations Agent

Role overview

Reservations and guest service

• Handle inquiries by telephone, email, online platforms, and other channels; process reservations, amendments, and cancellations accurately.
• Provide accurate information on availability, rates, packages, promotions, restaurants, hotel facilities, room categories, operating hours, and events.
• Record guest preferences, special requests, reservation details, and payment information; explain booking, payment, and cancellation terms.
• Follow up on requests and concerns, escalate complex complaints to the Reservation Manager, and protect confidential guest records and correspondence.
• Monitor reservation activity for accuracy and compliance with hotel procedures.

Sales and coordination

• Use upselling and cross-selling to maximize room and Food & Beverage revenue; communicate offers, dining events, and packages.
• Coordinate arrangements with Front Office, Sales, Food & Beverage, and other departments to support guest satisfaction.
• Manage restaurant bookings, special events, group bookings, and dining promotions; refer corporate, banquet, and event requests to relevant departments.
• Verify deposits, billing instructions, and payment arrangements.

Qualifications

• Excellent verbal and written English communication; additional languages are an asset.
• Good knowledge of reservation and property management systems; Opera is preferred.
• Strong sales, telephone, interpersonal, organizational, and attention-to-detail skills.
• Customer-focused, professional, courteous, proactive approach; able to work efficiently in a fast-paced environment and collaborate across departments.
• Previous Reservations, Front Office, Guest Services, or similar customer-facing experience is preferred; luxury or five-star hotel experience is an advantage.
• A diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field is an advantage.

Schedule

• Flexibility to work rotating shifts, weekends, and public holidays.

What the employer offers

• The employer states it offers competitive salary and benefits; no compensation amount or cadence is provided.