Reservations Agent

Job Advert Summary

The Reservations Agent serves as a frontline professional, responsible for promoting, selling, and booking the hotel’s products and services. This role is key to delivering a seamless and exceptional guest experience, from the initial inquiry through to final confirmation. The Reservations Agent must demonstrate outstanding communication skills, attention to detail, and a proactive approach to customer service

Minimum Requirements

• Proven experience in hotel reservations or front office operations.
• Proficiency in hotel reservation systems/PMS (e.g., Opera, Protel, or similar).
• Strong communication, organizational, and multitasking skills.
• Ability to work under pressure while maintaining attention to detail.
• Passionate about customer service and hospitality

Duties and Responsibilities

Reservations & Sales

• Handle all reservations (telephonic, email, online) in a courteous and professional manner, adhering to hotel standards.
• Prepare and send accurate rate proposals; follow up on quotations to convert leads into confirmed bookings.
• Up-sell room categories and packages where appropriate to maximize revenue.
• Ensure accurate and complete capture of guest information, preferences, payments, and booking details in the PMS.

Guest Service & Communication

• Deliver exceptional service to guests by responding to inquiries, handling special requests, and resolving issues or complaints promptly.
• Liaise effectively with internal departments (Front Office, Guest Relations, Housekeeping, etc.) to ensure smooth guest arrivals and departures.
• Prepare daily arrival correspondence packs for Front Office and ensure all guest-facing communication is clear and professional.

Administration & Reporting

• Maintain up-to-date records of reservations, payments, and correspondence.
• Ensure that payment links, invoices, and deposits are issued, received, posted, and reconciled accurately.
• Complete and submit required reports such as daily updates, 14-day forecast reports, and reconciliation summaries.
• Monitor and report system or rate discrepancies to the Reservations Manager.

Operational Efficiency

• Attend daily briefings to provide reservation updates.
• Support the smooth flow of guest information and coordination across departments.
• Assist with group bookings, conference reservations, and special event coordination.
• Ensure all internal tracking tools (e.g., PM sheets, payment logs, unallocated deposits) are updated daily.
• Attend training sessions as required.
• Take initiative in assisting guests without waiting to be prompted.
• Always maintain a professional appearance and positive attitude.