Job Description:

The Reservations Agent is responsible for handling incoming calls and inquiries related to room bookings, providing accurate information to guests, and ensuring an exceptional customer service experience. This role involves maintaining efficient communication, managing room availability, and optimizing revenue through effective reservation management.

The responsibilities of the position include, but are not limited to:

• Respond to guest inquiries promptly via phone, email, or other communication channels.
• Process and confirm reservations efficiently, ensuring accuracy in details such as dates, rates, and special requests.
• Update and maintain the property management system (PMS) with all bookings and changes.
• Identify opportunities to upsell room upgrades, packages, or additional services.
• Assist in implementing strategies to maximize revenue and maintain rate integrity.
• Provide regular reports to the Reservations Manager regarding room availability and booking trends.
• Handle cancellations, amendments, and special requests professionally.
• Stay updated on hotel policies, local attractions, and competitor offerings.
• Resolve guest concerns or complaints related to reservations, escalating when necessary.

Qualification requirements:

• Minimum 1-2 years in a similar role (hospitality experience preferred).
• High school diploma or equivalent; hospitality or tourism certification is an advantage.
• Excellent communication and interpersonal skills.
• Proficiency in reservation software and property management systems (e.g., Opera, Amadeus).
• Strong organizational skills and attention to detail.
• Sales aptitude with a customer-focused mindset.