Reservations Agent

JOB OVERVIEW

As a Reservations Agent, you will support the client’s reservation operations across multiple venues, including Avani Mooloolaba Beach Hotel, Oaks Gladstone, Oaks Toowoomba, and Oaks Townsville. You will be responsible for handling, confirming, and accurately recording reservations while providing every customer with a friendly, professional, and efficient experience. This is an office-based position located in Cebu City and follows Australian business hours. Full training, including access to the required reservation systems, will be provided.

DUTIES AND RESPONSIBILITIES

The Reservations Agent plays a vital role in shaping the guest experience from the very first point of contact. This position is responsible for managing all reservation enquiries with accuracy, efficiency, and warmth, ensuring every guest receives clear information, personalised assistance, and confident recommendations that reflect the hotel’s brand standards. By expertly handling phone, email, and online bookings, the Reservations Agent supports the optimisation of room revenue through effective selling techniques, attention to detail, and consistent data accuracy. The role also contributes to smooth hotel operations by coordinating closely with Front Office, Housekeeping, and Revenue teams to ensure guest needs, special requests, and booking requirements are communicated and actioned. Through professional communication and a genuine service focus, the Reservations Agent helps create a seamless, welcoming, and memorable pre‑arrival experience for all guests.

Key Responsibilities

• Reporting to Front Office Manager
• Receive reservation requests through the telephone, ORS, GDS and email.
• Answer all reservation enquiries individually and enthusiastically following the established hotel telephone communication guidelines.
• Process all reservations, cancellations and amendments to bookings.
• Ensure no shows are followed up and payment is processed for no show / cancellation fees.
• Be fully aware of the Hotel’s yield management procedures and implement accordingly.
• Communicate any guest special requests to the appropriate departments and follow up to make certain the request has been fulfilled in accordance with the guest’s wishes.
• Communicate any pertinent guest comments, particularly guest complaints, to hotel management and assist in the investigation and resolution of these complaints.
• Have a full working knowledge of all current room rates and packages available at the Hotel.
• Follow all of the established procedures with regards to hotel credit accounts, paying particular attention to accounts receivable procedures and letters of authority.
• Process a monthly commission run in conjunction with the Hotel policy on commissions payments and ensure proper filing and records are kept which pertain to commissions payments.
• Assist the Group Reservations Coordinators as required.
• Ensure that the confidentiality of the Hotel’s guests is maintained.
• Be fully conversant with the Hotel’s facilities and services in order to answer any queries from potential Hotel guests.
• Maintain complete and accurate reservations files.
• Maintain a clean and safe working environment.
• Have a full knowledge of and practice all of the Hotel’s established Work Health and Safety guidelines.
• Support on-site Front Desk, switchboard and back-office teams remotely when necessary.
• Comply with all of the Hotel’s operational policies and procedures as outlined in the Employee Handbook.
• Complete all assigned opening and closing duties and daily tasks.
• Attend all scheduled meetings.
• Perform any other reasonable requests as directed by your manager.
• Review electronic shift logs and handover notes, and record pertinent information in the shared reservations log.
• Prepare and send guest contingency lists to the hotel as required, so that a record of all in-house guests is available in case of emergency.

Critical tasks

• Safety and Security

o Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

o Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

o Use workstation equipment correctly and follow good ergonomic practices, including correct posture and regular screen breaks, to avoid injury.

o Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

o Follow policies and procedures for the safe and secure use of computers, headsets, and other office equipment.

o Complete appropriate safety training and certifications to perform work tasks.

• Policies and Procedures

o Follow company and department policies and procedures.

o Understand and follow financial controls and payment-handling procedures, including the secure processing of credit card and deposit information.

o Maintain a professional manner and presentation in all guest and team interactions, including video calls, in compliance with company policies and procedures.

o Protect the privacy and security of guests and coworkers.

o Protect company equipment, systems, data, or other assets in accordance with company policies and procedures.

o Perform other reasonable job duties as management team.

• Guest Relations

o Develop and maintain strong relationships with frequent guests and VIPs.

o Address guests' service needs in a professional, positive, and timely manner.

o Assist other employees to ensure proper coverage and prompt guest service.

o Thank guests with genuine appreciation and close every call and email courteously.

o Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

o Anticipate guests' service needs, including asking questions of guests to better understand their needs and noting guest preferences from calls, emails and booking history and acting on them whenever possible.

o Engage guests in conversation regarding their upcoming stay, property services, and area attractions/offerings.

• Working with Others

o Support all co-workers and treat them with dignity and respect.

o Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

o Partner with and assist others to promote an environment of teamwork and achieve common goals.

o Develop and maintain positive and productive working relationships with other employees and departments.

o Assist your and other departments when needed to ensure optimum service to guests.

• Workplace Health and Safety

Your Workplace Health and Safety responsibilities include, but are not limited to, the following: Adhere to safe work practices, instructions and rules

o Immediately report any unsafe working condition.

o Do not misuse, damage, refuse to use or interfere with anything provided in the interests of WHS.

o Take reasonable care of the health and safety of others at the workplace.

All accidents near misses, no matter how minor, must be reported.

QUALIFICATION AND SKILLS

• Certificate or Diploma in Hospitality, Business Administration, or a related field (or equivalent relevant experience).

Experience in:

• Proven experience as a Front Office Guest Service Agent or Reservations Agent in a 4–5-star hotel environment.
• Tertiary education in Tourism / Hospitality and/or Management preferred.
• Capable of operating PMS platforms and advanced computer skills.
• Exceptional guest service skills and highly developed communication abilities.
• High standard of personal presentation and professionalism.

DESIRED PERSONAL QUALITIES

• Strong organisational skills and exceptionally high attention to detail.
• Highly proactive and able to take initiative in solving challenges.
• Adaptable and flexible in a dynamic, fast-paced work environment.
• Excellent interpersonal skills and ability to build strong working relationships.
• Self-motivated with a high level of accountability.
• Detail-oriented with a commitment to producing high-quality, accurate work.
• Positive attitude and a strong team player mentality.
• Ability to work under pressure and manage high inquiry volumes during peak periods.
• Quick self-learner who proactively completes tasks with accuracy.
• Open, honest, and direct about personal needs, knowledge, abilities, availability, and interests.
• A clear communicator, both written and verbal.
• Skilled at multi-tasking and time management, balancing competing reservation requests without compromising accuracy.
• Passionate, resilient, motivated, and responsible.
• Sound decision-making skills, able to assess reservation and guest situations quickly and choose the best course of action.
• Strong problem-solving ability, resolving booking discrepancies and guest issues efficiently and with sound judgement.
• Confident computer skills, with ease navigating PMS, GDS, ORS, and other reservations systems.
• Accurate with figures, comfortable calculating rates, charges, and commissions without error.
• Genuine customer service orientation, consistently putting the guest's needs first.
• Respectful of diversity, engaging guests and colleagues from different cultures and backgrounds with courtesy and inclusiveness.
• Proficient in English, both spoken and written, to communicate clearly with guests and the Australian-based team.
• An attentive listener, picking up on guest preferences and special requests to deliver a personalised experience.
• Strong applied reading skills, able to interpret booking details, rate conditions, and hotel policies accurately.
• Well-presented and professional, reflecting the hotel's brand standards at all times.
• Good visual acuity, able to accurately read booking screens, rate grids, and guest correspondence for extended periods.

Benefits:

• Health insurance
• Paid training
• Pay raise

Application Question(s):

• How many years of experience do you have as a Reservations or Front Office Guest Service Agent, and in what type of hotel (e.g., 4 to 5-star)?
• Which reservation systems have you used (e.g., PMS, GDS, ORS), and for what tasks?
• Describe how you handle a booking amendment, a cancellation and a no-show, including fees.
• Tell us about a time you resolved a booking discrepancy or a guest complaint. What did you do?
• How do you keep your work accurate when inquiry volumes are high?
• What experience do you have with credit accounts, commissions or payment handling?
• How would you manage working onsite in Cebu City on Australian business hours, including your commute?
• What is your expected monthly salary (PHP)?

Work Location: In person