Reservations Agent - Donkey Hotels

Department:  Reservations

Reports To:     Reservations Manager

Job Overview:

The Reservation Agent should have experience with Opera PMS, knowledge of Microsoft Excel and Word, strong communication skills in both Greek and English, and a solid understanding of PC systems. Additionally, familiarity with OTA (Online Travel Agent) portals would be beneficial.

The Reservations Agent will be responsible for managing room reservations, assisting guests with enquiries, and ensuring smooth communication between departments to enhance guest satisfaction.

Key Responsibilities:

• Handle all incoming reservations and enquiries via phone, email, and other communication channels, ensuring prompt and professional responses.
• Accurately input and manage reservations into the Opera Property Management System (PMS).
• Update and maintain reservation records, including guest preferences and special requests.
• Provide information about hotel rates, packages, and services, and assist guests in selecting the best accommodation.
• Ensure that guest reservations are processed in a timely manner and that accurate details are entered into the system.
• Confirm bookings, manage cancellations, and process modifications to reservations.
• Collaborate with the front desk, housekeeping, and sales teams to ensure seamless guest experiences.
• Respond to guest concerns and resolve issues with professionalism and courtesy.
• Always maintain a high level of customer service and hospitality standards.
• Stay informed of hotel policies, promotions, and any changes to offerings.
• Familiarity with and experience using OTA portals such as Booking.com, Expedia, etc., for managing online reservations.

Qualifications and Skills:

• Software Knowledge: Microsoft Windows, Microsoft Word, Excel and Outlook. Adept in Opera Property Management System (PMS),
• Languages: Fluent in both Greek and English (written and spoken).
• Attention to Detail: Ability to maintain accuracy and attention to detail while managing multiple reservations and guest requests.
• Customer Service: Strong interpersonal and customer service skills, with a passion for providing an exceptional guest experience.
• Problem-Solving: Ability to handle guest enquiries, concerns, and issues with a calm and professional approach.
• OTA Experience: Knowledge of managing reservations through OTA portals such as Booking.com, Expedia, and others is an advantage.

Additional Information:

• Work Schedule: Flexible hours, including weekends and holidays as required.