Job Description
Reservations Agent
Role Overview
Are you a detail-oriented professional passionate about guest service and sales? As a Reservations Agent, you will be the first point of contact for our guests, managing booking inquiries via phone and email. Your goal is to provide a seamless booking experience while utilizing upselling techniques to maximize hotel revenue. If you thrive in a fast-paced hospitality environment and have experience with Property Management Systems (PMS), we want to hear from you.
Key Responsibilities: Reservations Agent
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Guest Communication: Manage all incoming reservation requests via email and telephone with a professional, service-oriented approach.
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Revenue Optimization: Drive room revenue by promoting hotel packages, services, and room upgrades using proven upselling and cross-selling techniques.
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Data Accuracy: Input guest details, preferences, and market codes into the Protel/PMS system to maintain database integrity.
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Reservation Management: Monitor non-guaranteed bookings, handle cancellations, and process guest visa requests when required.
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Coordination: Work closely with Front Office and Sales teams to manage VIP arrivals, rooming lists, and FAM trips.
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Reporting: Action daily reports including traces, no-shows, and arrival reviews to ensure 100% booking accuracy.
Requirements & Skills
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Experience: Proven experience in a Hotel Reservations or Front Office role.
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Technical Proficiency: Skilled in MS Office and hotel reservation software (experience with Protel is highly preferred).
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Sales Mindset: Strong ability to understand rate plans, market segments, and distribution channels to drive sales.
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Communication: Fluent in English (written and spoken). Multi-lingual candidates are a plus.
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Detail-Oriented: Ability to manage high volumes of correspondence while maintaining brand standards and accuracy.
