Under the general guidance of the Assistant Reservations Manager, the Reservations Agent is responsible for handling room reservations and inquiries in a professional, efficient, and guest-focused manner.
This role involves maximizing room revenue through effective selling techniques, ensuring accurate reservation processing, and delivering exceptional guest service while maintaining brand standards.
YOUR KEY RESPONSIBILITIES:
- Handle all guest reservation inquiries via phone, email, website, and travel agency channels.
- Process new bookings, amendments, cancellations, and special requests accurately.
- Ensure all reservations are entered correctly into the Property Management System (PMS).
- Provide detailed information about room types, rates, packages, hotel facilities, and services.
- Maximize room revenue through upselling and promotion of hotel offers.
- Monitor room availability and maintain inventory accuracy.
- Verify payment methods, deposits, and booking guarantees according to hotel policies.
- Coordinate with Front Office, Revenue Management, Sales, and housekeeping teams regarding guest requirements.
- Maintain guest profiles and update guest information in the reservation system.
- Follow up on pending reservations and respond promptly to guest requests.
- Assist with group bookings and corporate reservations when required.
- Prepare reservation reports, forecasts, and occupancy updates.
- Ensure compliance with brand standards, hotel policies, and data protection requirements.
- Resolve reservation-related issues and guest complaints professionally.
- Achieve departmental service quality and productivity targets.
YOU WILL ALSO ASSIST ON:
- Reviewing daily arrivals and departures.
- Managing waitlists and overbooking situations according to hotel procedures.
- Reconciling reservation records and ensuring data accuracy.
- Supporting revenue optimization strategies and inventory controls.
- Maintaining effective communication with travel agents, wholesalers, OTA partners, and corporate clients.
- Delivering exceptional guest service at every interaction.
- Anticipating guest needs and providing personalized solutions.
- Handling VIP, repeat guest, and special occasion bookings with attention to detail.
- Building positive relationships with guests to encourage repeat business.