Your Role in the Story
As a Reservation Agent at LUURA, you play a pivotal role in delivering an exceptional guest experience across multiple offerings of LUURA. You are the first point of contact for guests seeking information or making bookings, ensuring that reservations are processed accurately and efficiently. Your work directly contributes to revenue growth, guest satisfaction, and smooth coordination between Front Office, Revenue Management, and other hotel departments.
This role requires attention to detail, professionalism, accuracy, and excellent communication skills, as most tasks are performed independently with a focus on delivering high-quality service.
Key Responsibilities
- Handle incoming reservation requests via phone, email, and online channels for all LUURA properties.
- Provide accurate information regarding room types, rates, availability, hotel services, F&B Rikas concepts, and spa offerings.
- Process and confirm reservations, amendments, cancellations, and special requests promptly.
- Ensure all guest bookings are recorded accurately in the hotel management system.
- Maintain up-to-date knowledge of promotions, packages, and policies across all properties in the cluster.
- Communicate effectively with Front Office, Revenue Management, F&B, Spa, and other relevant departments to ensure smooth operations.
- Upsell rooms, packages, F&B experiences, spa treatments, and other hotel services where appropriate to maximize revenue.
- Respond to guest inquiries professionally, courteously, and promptly.
- Resolve guest issues related to reservations, booking errors, or special requests in a timely and professional manner.
- Maintain proper documentation for all reservations, deposits, and correspondence.
- Follow lost & found and data protection procedures as required.
- Contribute to the smooth operation of the cluster reservation system, adhering to SOPs and LUURA standards.
- Ensure accurate allocation of tables for F&B outlets and seating arrangements according to guest requests and restaurant capacity.
- Manage F&B booking amendments, cancellations, and special requests, including dietary requirements or special celebrations.
- Coordinate with restaurant hosts, managers, and F&B teams to ensure seamless service and table readiness.
- Record spa bookings accurately, ensuring proper allocation of therapists and treatment rooms.
- Manage spa booking amendments, cancellations, and special requests, including preferred therapists and health considerations.
- Coordinate with spa reception, therapists, and housekeeping to ensure treatment rooms are ready and fully prepared.
- Track and report booking patterns for rooms, F&B, and spa to support staffing, scheduling, and revenue decisions.
- Communicate guest preferences or special requirements to relevant teams in advance to enhance the guest experience.
- Monitor booking trends to optimize room inventory, F&B capacity, and spa schedules.
- Maintain a professional appearance, demeanor, and communication at all times.
- Adhere strictly to LUURA standards, SOPs, and company policies in all booking activities; as well as Rikas regarding the F&B.