Reservation Agent

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet.

Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Pullman Ciawi Vimala Hills Resort Spa & Convention is a premium 5-star retreat sprawled across 14 hectares. The hotel is designed to immerse guests in breathtaking natural vistas and unrivaled tranquility. Pullman Ciawi Vimala Hills Resort Spa & Convention achieved the prestigious accolade of "Hotel of the Year" at the Accor Asia Leadership Conference. As one of The Best Resort in Asia, the hotel offers 208 opulent rooms and 19 villas, 4restaurants and bar, meeting rooms and convention centers, spa, entertainment and activities area.

Job Description – Reservation Agent

The Reservation Agent is responsible for handling all room reservation inquiries efficiently and professionally while maximizing room revenue and ensuring guest satisfaction. This role manages booking requests, provides accurate information about hotel services, and ensures all reservations are processed in accordance with hotel policies and brand standards.

Key Responsibilities

Handle all reservation inquiries via phone, email, online platforms, and other communication channels.

Process room bookings accurately in the reservation system in accordance with hotel policies.

Provide guests with detailed information regarding room types, rates, promotions, and hotel facilities.

Maximize revenue through effective upselling and cross-selling techniques.

Verify reservation details, payment methods, and special requests to ensure accuracy.

Coordinate with Front Office, Sales, and Revenue teams regarding group bookings and special arrangements.

Monitor room availability and maintain accurate records in the PMS system.

Ensure prompt and professional responses to guest inquiries and requests.

Handle reservation amendments, cancellations, and no-show procedures in line with hotel policy.

Maintain confidentiality of guest information and uphold brand service standards.

Qualifications
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Minimum 1–2 years of experience in reservations, front office, or customer service, preferably in a 4- or 5-star hotel.

Good command of English (spoken and written).

Familiarity with hotel reservation systems (Opera or similar PMS).

Strong communication and customer service skills.

Detail-oriented with strong organizational abilities.

Ability to work under pressure and manage multiple booking requests simultaneously.

Professional appearance and positive service attitude.

Willing to work shifts, including weekends and public holidays.