Reservation Agent

The Reservation Agent plays a vital role in managing the hotel's reservation process, creating a seamless and welcoming booking experience for guests and partners. This position helps maximize occupancy and revenue by thoughtfully handling reservation inquiries, confirmations, modifications, and cancellations. Reporting to the Reservation Team Leader, the Reservation Agent ensures every booking interaction reflects Sofitel's luxury service standards, delivered with accuracy, consistency, and warm, attentive communication with guests and internal departments.

Your responsibilities include:

• Welcome and manage all reservation inquiries (phone, email, online channels) promptly and professionally.
• Input and manage reservations in the system with accuracy and attention to detail.
• Confirm and follow up on bookings, special requests, and guest preferences with genuine care.
• Update room availability, rates, and packages as directed by the Revenue and Commercial teams.
• Communicate closely with Front Office, Commercial, Revenue, and other departments to ensure a smooth and memorable guest experience.
• Process group and FIT reservations according to hotel guidelines.
• Support travel agents, corporate accounts, and tour operators with booking requests and information.
• Thoughtfully manage high-demand periods, helping protect guest satisfaction through proactive solutions.
• Maintain up-to-date knowledge of promotions, room types, packages, and hotel services.
• Assist in preparing reports related to reservations, pick-up trends, and booking patterns.
• Ensure all guest profiles and booking data are complete and accurate in the PMS (Opera Cloud).
• Uphold a high level of confidentiality and trust regarding guest information and all data.
• Deliver guest service that reflects Sofitel's brand promise of elegance, efficiency, and sophistication.

• Minimum 3–5 years of experience in the same role within the hospitality or travel industry, preferably in the leisure segment.
• Familiarity with hotel reservation systems (Opera Cloud or similar PMS preferred).
• Strong communication skills in English; additional languages are an advantage.
• Proficient in Microsoft Office (Excel, Outlook, Word).
• Ability to handle multiple tasks in a fast-paced environment with a high degree of accuracy.
• Strong understanding of hotel room categories, rate structures, and booking channels.
• Basic knowledge of Revenue Management principles is a plus.
• High level of professionalism, integrity, and discretion.
• Willingness to work rotating shifts, weekends, and public holidays.