Reservations Agent

About the role

The Reservations Agent is the first point of contact for guests calling the hotel. You will manage all inquiries, bookings and sales of room inventory, ensuring a seamless experience that maximises both guest satisfaction and hotel revenue.

Key responsibilities

• Answer incoming calls, capture reservation details and process bookings in accordance with SOPs.
• Upsell rooms, packages and services to achieve monthly revenue targets.
• Respond to reservation requests within 24 hours and follow up on daily trace reports.
• Monitor expected arrivals (1, 3 and 7 days prior) and reconfirm bookings.
• Maintain accurate administrative records to prevent double‑bookings and filing errors.
• Apply hotel policies for no‑shows, cancellations, credit and pre‑payment.
• Stay updated on room types, rates, promotions, food & beverage outlets, spa and other hotel facilities.
• Raise, monitor and follow up on any guest‑satisfaction issues promptly.

Required profile

• Excellent verbal communication and a positive, service‑oriented attitude.
• Strong attention to detail and ability to work accurately under pressure.
• Good knowledge of hotel operations and willingness to learn product details.
• Team player who respects guests and colleagues and takes personal responsibility for results.

Required skills

What we offer

• Dynamic work environment within a growing international hotel brand.
• Opportunities for professional development and career progression.
• Competitive compensation and benefits package.