Reservations Agent

Role Overview

We are looking for a guest-oriented and energetic reservations professional who can help deliver excellent service and practical solutions for hotel guests. In this role, you will help ensure reservations are handled accurately, communication is smooth, and guests receive prompt support.

Key Responsibilities

• Receive, process, and confirm room bookings submitted by guests or clients through phone, letter, or fax.
• Enter all reservation details into the system and keep records complete and accurate.
• Handle reservation-related questions, complaints, and special requests in a timely manner.
• Stay informed about hotel promotions, room rates, confirmations, facilities, and related procedures.
• Understand the property’s products and pricing structure, and apply rate management correctly.
• Keep correspondence and reservation records organized, and prepare reports when requested by the Reservations Manager or Supervisor.
• Support the hotel’s public image and look for ways to help increase business.
• Monitor room status continuously to keep information up to date.
• Answer incoming calls according to hotel service standards, process faxed information, and regularly check incoming emails.
• Arrange visa requests for hotel guests in line with hotel policy and identify opportunities to upsell when appropriate.

Education and Experience

A diploma or degree in hospitality is expected, along with prior experience in hotel reservations. Strong computer skills are required, as well as excellent written and spoken English. Knowledge of additional languages will be considered an advantage.

Competencies and Work Style

The right candidate should be customer-focused, proactive, polite, approachable, and able to work professionally with both internal teams and external guests. The role requires the ability to work independently in a structured environment while maintaining strong working relationships.

Additional Competencies

• Clear understanding of the role and its responsibilities
• Ability to work well in a team
• Accountability and ownership of tasks
• Respect for individual differences
• Flexibility and adaptability
• Strong focus on customer service