Reservations Agent

Objective of the role:
Reservation agent/ coordinator is responsible for handling room reservations, responding to guest inquiries, maximizing room sales, and ensuring excellent guest service, which includes coordinating with front office, sales, and housekeeping departments to ensure smooth reservation operations and guest satisfaction.

Key Responsibilities:

Handle hotel room reservations through phone calls, emails, online portals, and walk-ins.
Provide accurate information regarding room availability, rates, packages, and hotel facilities.
Process bookings, modifications, cancellations, and special requests efficiently.
Maintain reservation records and update the Property Management System (PMS).
Coordinate with Front Office and Housekeeping for room allocation and guest requirements.
Ensure proper follow-up on pending reservations and confirmations.
Upsell hotel rooms, packages, and additional services to maximize revenue.
Handle guest complaints and reservation-related issues professionally.
Prepare daily reservation reports and occupancy updates.
Maintain confidentiality of guest information and company data.
Ensure compliance with hotel policies, SOPs, and service standards.

Qualifications & Skills:

Graduate/Diploma in Hotel Management or relevant field.
Minimum 1–3 years of experience in hotel reservations/front office preferred.
Strong customer service orientation.
Knowledge of hotel reservation systems/IDS software.
Sales and upselling skills.
Basic computer knowledge (MS Office, Email handling).