Job Summary
The Reservation Agent is responsible for handling all guest inquiries, booking requests, and reservation-related communications with accuracy, efficiency, and professionalism. The role ensures that every reservation is processed in line with company standards, optimizing occupancy and revenue while delivering a personalized and seamless booking experience.
Key Responsibilities
Guest Interaction & Booking Management
- Handle incoming reservation requests via phone, email, online platforms, or walk-ins.
- Ensure all bookings are entered accurately in the system with full details (guest information, rates, preferences, and payment details).
- Provide guests with information on room types, rates, facilities, and services to assist in their booking decision.
- Respond promptly and professionally to all guest inquiries and requests.
Revenue & Sales Support
- Maximize room and table occupancy and revenue through effective upselling and cross-selling.
- Follow pricing and yield management strategies as directed by the Revenue or Sales team.
- Monitor availability and communicate overbooking situations or special requests to relevant departments.
Coordination & Communication
- Liaise with Front Office, Sales, and Operations teams to ensure all special requests or VIP bookings are communicated and delivered.
- Maintain a strong working knowledge of all property offerings, promotions, and events.
- Support group bookings, corporate accounts, and travel agent partnerships as required.
Administrative & System Accuracy
- Maintain up-to-date and accurate records in the reservation system.
- Verify and confirm all bookings daily to prevent errors or duplicates.
- Prepare daily, weekly, or monthly reservation reports as assigned.
- Follow company policies on payments, cancellations, and data privacy.
Qualifications & Skills
- Diploma or degree in Hospitality, Business, or related field preferred.
- Previous experience in a reservations or front office role (hotel or restaurant) preferred.
- Excellent communication skills in English (verbal and written); additional languages are an advantage.
- Strong computer literacy; experience with PMS/CRM systems such as Opera, Fidelio, or SevenRooms is a plus.
- Customer-focused, detail-oriented, and capable of multitasking in a fast-paced environment.
- Positive attitude, team player, and professional presentation.
Key Competencies
- Guest service excellence
- Attention to detail and accuracy
- Sales and upselling skills
- Time management and organization
- Communication and teamwork
