Reservations Agent

Job Description

The Reservations Agent is responsible for handling guest reservation inquiries, processing bookings, and providing exceptional customer service to maximize room revenue and guest satisfaction. The role serves as the first point of contact for potential guests and ensures all reservations are accurately recorded while promoting the resort's facilities, services, and special offers.

• Handle incoming reservation requests via phone, email, website, and online travel agents (OTAs).
• Process room reservations accurately and efficiently in the Property Management System (PMS).
• Provide detailed information about room types, rates, packages, resort facilities, and local attractions.
• Upsell room categories, packages, dining experiences, and resort activities to maximize revenue.
• Monitor room availability and recommend alternatives when requested accommodations are unavailable.
• Maintain accurate guest profiles and reservation records.
• Process reservation modifications, cancellations, and special requests according to resort policies.
• Coordinate with Front Office, Housekeeping, Sales, and other departments to ensure guest requirements are met.
• Respond promptly and professionally to guest inquiries and complaints.
• Ensure compliance with resort reservation procedures and rate policies.
• Assist in preparing reservation reports and occupancy forecasts as required.
• Keep updated on current promotions, seasonal packages, and resort offerings.

• Previous experience in reservations, front office, customer service, or hospitality is preferred.
• Familiarity with hotel reservation systems and Property Management Systems (Opera, Fidelio, or similar).
• Excellent verbal and written communication skills.
• Strong customer service and sales skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Good organizational skills and attention to detail.
• Proficiency in Microsoft Office applications.
• Flexibility to work shifts, weekends, and public holidays.