Reservations Agent

Job Summary

The Reservations Agent is responsible for handling all incoming reservation requests via email and telephone in a timely, professional, and service-oriented manner. This role ensures all bookings are processed accurately and efficiently, in full compliance with the brand s service standards, while maximizing room revenue through effective communication and upselling techniques. The agent serves as a key point of contact for guests and partners, helping to create a seamless and positive booking experience.

Key Responsibilities:

• Respond promptly to all reservation inquiries via email, telephone, or other channels, ensuring compliance with brand standards.
• Maintain up-to-date knowledge of the hotel s products, services, promotions, and facilities.
• Accurately input and update reservation information into systems, ensuring guest preferences and contact details are recorded.
• Promote hotel products and services to maximize revenue through upselling and cross-selling techniques.
• Ensure rooming lists and guarantee letters from travel agents or companies without credit facilities are properly approved before guest arrival.
• Coordinate with relevant departments regarding VIP guests and special requests.
• Maintain clean and accurate guest profiles, including correct market and source codes.
• Process visa requests when needed.
• Monitor and follow up on non-guaranteed, tentative, and cancelled bookings.
• Handle and file all reservation correspondence professionally.
• Print and action daily reports (traces, no-shows, cancellations, etc.).
• Ensure proper handling of FAM trips and complimentary bookings as per guidelines.
• Review arrivals for the upcoming week to ensure booking accuracy.
• Utilize upselling techniques during reservation calls to drive room revenue.
• Understand all hotel rate plans, market segments, and distribution channels.
• Meet performance goals in the Hotel Mystery Shopping Program.
• Maintain database integrity within the Property Management System (PMS).
• Send timely confirmations and updates to guests for all reservations.
• Adhere to policies regarding guaranteed bookings, no-shows, deposits, and credit.

Experience & Skills:

• Previous experience in a Reservations or Front Office role, preferably within the hospitality industry.
• Strong communication and interpersonal skills with a professional and courteous manner.
• Proficient in hotel reservations systems (e.g., Protel) and MS Office applications.
• Knowledge of market segments, rate codes, and corporate contracts.
• Detail-oriented with strong organizational and time-management skills.
• Ability to handle guest requests efficiently and resolve issues promptly.
• Proven upselling and revenue generation abilities.
• Familiarity with visa processing for hotel guests is an advantage.
• Fluent in English (written and spoken); knowledge of other languages is a plus.
• A proactive team player with a positive attitude and customer-first mindset.