Reservations Agent

About the role

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.

Key responsibilities

• 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
• Maintain complete and accurate reservations files
• Support on-site Front Desk, switchboard and back-office teams remotely when necessary

About you

• Certificate or Diploma in Hospitality, Business Administration, or a related field (or equivalent relevant experience)
• Proven experience as a Front Office Guest Service Agent or Reservations Agent in a 4–5-star hotel environment
• 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
• Strong organisational skills and exceptionally high attention to detail
• Proficient in English, both spoken and written, to communicate clearly with guests and the Australian-based team
• Skilled at multi-tasking and time management, balancing competing reservation requests without compromising accuracy
• Confident computer skills, with ease navigating PMS, GDS, ORS, and other reservations systems
• Accurate with figures, comfortable calculating rates, charges, and commissions without error