Central Reservation Agent

MAIN RESPONSIBILITIES

What you will do:

Handling Reservations & Guest Inquiries:

• Process and manage room bookings through various channels, including phone, email, and online booking systems. Confirm the reservation and provide details and booking confirmation to guests.
• Handles guest inquiries, offers assistance with booking-related questions, and handles change or cancellation requests in a respectful and efficient manner.
• Assist guests in making, modifying, or canceling reservations in line with hotel policies.

Booking & Data Management:

• Input guest bookings accurately into the reservations system, confirming all details including dates, rates, and guest information.
• Maintain up-to-date information in the reservations system, adjusting room inventory and availability as necessary.
• Process group bookings and assist with any special requirements for events, corporate stays, or VIP guests.

Quality Control & Guest Service:

• Deliver a high standard of customer service by providing friendly, accurate, and professional responses to guest inquiries.
• Resolve guest complaints or escalate issues to the Central Reservations Supervisor or Manager when necessary.
• Maintain thorough knowledge of hotel properties, room types, rates, policies, and local area attractions to effectively assist guests.

Communication & Coordination:

• Coordinate with the front desk, housekeeping, and other departments to ensure all guest requests and reservations are fulfilled accurately.
• Communicate changes or cancellations to the appropriate teams, ensuring a smooth guest experience.
• Provide clear and concise handover information to other agents or shifts to ensure continuity of service.

DNA:

• A degree in hospitality management or related field preferred.
• Experience in a hotel reservation role
• Minimum 1 year of experience working in a customer service role, preferably in the hospitality industry.
• Proficient with Central Reservation System (CRS)
• Proficient Ms. Office
• Fluent in English and Bahasa
• Excellent verbal and written communication skills
• Attention to detail
• Strong problem-solving skills