Reservations Agent

Position Overview

We are on the lookout for enthusiastic and guest-oriented revenue specialists who excel at delivering exceptional customer service and devising innovative solutions for guests. The Reservations Agent role demands effective communication to ensure smooth handling of all reservations and outstanding service.

Key Responsibilities

• Handle and confirm guest room bookings made via phone, letter, or fax.
• Accurately enter all reservations into the system, recording vital details and addressing inquiries, complaints, or requests related to bookings.
• Stay informed about hotel promotions and strictly follow procedures for processing room reservations, rates, confirmations, and hotel amenities.
• Demonstrate thorough knowledge of hotel products, comprehend rate structures, and apply rate management techniques.
• Maintain organized filing for all correspondence and prepare reports as required by the Reservations Manager or Supervisor.
• Foster strong public relations to maximize business opportunities.
• Keep an accurate record of room occupancy status at all times.
• Ensure that incoming calls are answered according to company standards; promptly input faxed information and continuously monitor incoming emails.
• Coordinate visa requests for hotel guests following hotel policy and promote upselling when possible.

Qualifications and Experience

• A diploma or degree in hospitality or a related field is required.
• Prior experience in hotel reservations is necessary.
• Strong computer proficiency coupled with excellent verbal and written English communication skills; additional languages are a plus.

Competencies and Personal Attributes

• Exceptional customer-centric mindset with a proactive attitude.
• Polite, energetic, and approachable demeanor.
• Ability to maintain professionalism and build effective relationships with internal and external stakeholders.
• Capable of working independently within a structured environment.
• Additional key traits include understanding the role, teamwork, taking responsibility, appreciating diversity, adaptability, and strong customer focus.