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.
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