Job Description

JOB ROLE

The Reservations Agent is responsible for handling guest reservations efficiently and accurately, providing excellent customer service, and supporting the reservations team in achieving departmental goals. This role requires attention to detail, strong communication skills, and the ability to represent the hotel’s values in every guest interaction.

RESPONSABILITIES

• Receive and process guest reservations accurately via phone, email, online channels, or in person.
• Provide prompt, professional, and personalized service to guests, ensuring all requests are handled efficiently.
• Update and maintain reservation records in the property management system (PMS) accurately.
• Communicate with Front Office, Sales, and Revenue teams regarding bookings, special requests, and availability.
• Assist in managing reservation workflows, including cancellations, modifications, and no-shows.
• Resolve guest inquiries or issues promptly, escalating to the Reservations Supervisor or Manager when necessary.
• Embrace and practice the hotel’s legacy values and competencies in all guest and team interactions.
• Support team members in achieving departmental goals and maintaining high service standards.

Qualifications & Experience:

• Diploma or degree in Hospitality Management or related field preferred.
• Minimum 1–3 years of experience in hotel reservations or front office operations.
• Strong knowledge of property management systems (PMS) and reservation procedures.
• Excellent communication, interpersonal, and customer service skills.
• High attention to detail and ability to multitask in a fast-paced environment.

Competencies & Skills:

• Customer service excellence
• Accuracy and attention to detail
• Teamwork and collaboration
• Effective communication skills
• Ability to practice the hotel’s legacy values and competencies