Hotel Reservation Agent

• Answer incoming calls, emails, and online requests for room reservations in a courteous and efficient manner
• Process reservations accurately using the hotel’s Property Management System (PMS)
• Upsell room types and packages to maximize revenue opportunities
• Confirm reservations and send emails or confirmations as needed
• Maintain up-to-date knowledge of room types, rates, packages, promotions, and hotel facilities
• Manage group bookings, special requests, and VIP reservations
• Handle modifications, cancellations, and no-shows as per hotel policy
• Coordinate with the front desk, sales, and housekeeping teams for smooth guest arrival and stay
• Ensure accurate input of all data and maintain reservation files and records
• Handle complaints or reservation issues professionally and escalate when needed
• Follow hotel brand standards and reservation protocols at all times

Qualifications:

• High school diploma or equivalent; a degree or diploma in Hospitality or Tourism is preferred
• Previous experience in hotel reservations, front office, or customer service is an advantage
• Proficient in using hotel reservation systems (e.g., Opera, Fidelio, Cloud PMS)
• Strong verbal and written communication skills
• Excellent telephone etiquette and interpersonal skills
• Ability to work under pressure and handle multiple tasks
• Detail-oriented and organized
• Flexibility to work in shifts, weekends, and holidays as needed

Preferred Skills:

• Multilingual capabilities are a plus (especially English + [local or international language])
• Knowledge of OTA systems (Booking.com, Expedia, etc.) and channel managers
• Sales-minded approach and ability to upsell

Job Type: Full-time