Reservations Agent

Job SummaryThe 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 ResponsibilitiesGuest Interaction & Booking ManagementHandle 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 SupportMaximize 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 & CommunicationLiaise 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 AccuracyMaintain 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 & SkillsDiploma 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 CompetenciesGuest service excellenceAttention to detail and accuracySales and upselling skillsTime management and organizationCommunication and teamwork