Reservations Agent

Key Responsibilities:

• Handle telephone and email enquiries, accept reservations, and input booking details accurately into the hotel's PMS (Opera)
• Provide professional, friendly, and efficient service to guests, clients, and callers to create a positive hotel image
• Ensure all reservation details, guest information, and payment guarantees are recorded correctly in the system
• Respond to reservation enquiries and emails promptly and ensure all bookings are processed without backlog
• Maintain accurate guest histories and reservation records to support personalized guest service
• Upsell rooms and promote hotel services to maximize occupancy and revenue
• Communicate closely with Front Office and Sales & Marketing teams regarding enquiries, bookings, and guest requirements
• Monitor room availability, manage cancellations, and follow hotel procedures for reservations, cancellations, and no-shows
• Ensure proper documentation and filing of reservation records, travel agent information, and correspondence
• Handle guest requests, provide information about hotel facilities, and maintain the confidentiality of guest information at all times

Qualifications:

• Minimum Diploma in Hospitality, Tourism, Business Administration, or related field
• Previous experience in reservations, front office, or customer service in the hospitality industry is an advantage
• Familiarity with hotel PMS systems (Opera preferred) and Microsoft Office
• Strong communication and interpersonal skills with a customer-focused approach
• Ability to handle multiple enquiries and work efficiently in a fast-paced environment
• Good attention to detail and organizational skills
• Ability to work independently and as part of a team
• Willingness to work shifts, weekends, and public holidays if required