Reservation Agent

Job overview
The Reservation Agent is responsible for handling room bookings, inquiries, and providing excellent customer service to ensure a seamless guest experience. This role requires strong communication skills, attention to detail, and the ability to maximize room revenue through effective upselling.

Key responsibilities:

• Handle all incoming reservation requests via phone, email, and online channels
• Accurately input and update booking details in the hotel reservation system
• Provide guests with information about room types, rates, promotions, and hotel facilities
• Upsell rooms and promote hotel services to maximize revenue
• Monitor room availability and ensure optimal occupancy levels
• Coordinate with Front Office, Housekeeping, and Sales teams for special requests and group bookings
• Manage room blocks allotments and group reservations to ensure accurate inventory control and optimal occupancy levels
• Manage booking modifications, cancellations, and no-shows in accordance with hotel policies
• Ensure all guest information is recorded accurately and confidentially
• Respond promptly and professionally to guest inquiries and complaints
• Support the Commercial Manager and Revenue Manager with reservation-related coordination as needed
  

Qualifications & requirements

• Diploma or Bachelor’s degree in Hospitality Management, Tourism, or related field
• Minimum 1–2 years of experience in hotel reservations, front office, or customer service
• Familiarity with hotel management systems (e.g., Opera, Fidelio, or similar PMS)
• Excellent verbal and written communication skills
• Strong attention to detail and organizational skills
• Ability to multitask and work in a fast-paced environment
• Customer-focused with a professional and positive attitude
• Willingness to work shifts, including weekends and holiday