Reservations Agent

JOB DESCRIPTION

POSITION: Reservations Agent

DEPARTMENT: Reservations

REPORTS TO: Reservations Manager

As a Reservation Agent at Victor Hotels, you will be the first point of contact for potential guests, responsible for handling inquiries, processing bookings, and providing accurate information about the hotel’s offerings. Your friendly manner, attention to detail, and strong communication skills will help ensure a seamless booking experience that reflects our hotel’s high standards.

• Answer incoming calls, emails, and online booking inquiries in a timely and professional manner.
• Process reservations accurately using our Property Management System (PMS).
• Provide knowledge on room product, room rates, availability and special offers.
• Upsell rooms and services to maximize revenue opportunities.
• Ensure proper handling of guest issues, overbooking, and potential wait‑listed business, and escalation of system support issues to the Reservations Manager.
• Ensure that the daily checklist tasks are complete.
• Maintain a thorough knowledge of hotel policies, promotions, and events.
• Handle special requests and assist with group bookings or VIP reservations.
• Ensure all guest information is entered accurately and kept confidential.

• Previous experience in a hotel or customer service role preferred.
• Familiarity with reservation systems (e.g., Opera, Syn Xis, or similar PMS) is a plus.
• Strong verbal and written communication skills.
• Attention to detail and accuracy.
• Friendly, professional demeanor with a passion for guest service.
• Ability to work flexible hours, including weekends and holidays.
• Team player with a professional demeanor.
• Fluent in English, additional languages a plus.

This is a full‑time position.

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