We’re looking for a Reservations Agent who will play a crucial role in handling all incoming calls, emails, and online inquiries regarding hotel room reservations. The role ensures that guest reservations are processed efficiently and accurately while maintaining a high level of customer service and professionalism. This position plays a key role in maximizing room occupancy and revenue while ensuring guest satisfaction.

• Reservation Handling – Answer incoming calls and respond to reservation inquiries promptly and professionally. Process individual and group bookings via phone, email, and online booking platforms. Accurately enter guest reservation details into the Property Management System (PMS). Modify, cancel, or update existing reservations per guest request or hotel policy. Verify room availability, rates, packages, and special promotions before confirming reservations. Coordinates visa processing for guests whenever request arises.
• Customer Service – Provide detailed information about the hotel’s facilities, services, room types, packages, and local area attractions. Address and resolve customer concerns, complaints, or special requests with a focus on satisfaction. Follow up with guests as needed to confirm details or provide assistance pre-arrival.
• Revenue & Yield Management – Apply up-selling and cross-selling techniques to maximize room sales and hotel revenue. Follow hotel yield management strategies when quoting rates and availability. Monitor and report booking trends and suggest improvements to increase revenue.
• Administrative & System Tasks – Maintain accurate and up-to-date records in the PMS and reservation systems. Generate daily, weekly, or monthly reservation reports for internal use. Coordinate with Front Office, Sales, Housekeeping, and other departments to ensure smooth operations. Maintain knowledge of current room availability and future forecasts.
• Compliance & Policies – Adhere to all company and departmental policies and procedures. Handle credit card and guest information securely and in accordance with data protection laws. Maintain confidentiality of guest and hotel information at all times.

Work Location: In person