Reservation Agent

Job Description – Reservation Agent

The Reservation Agent is responsible for handling all room reservation inquiries efficiently and professionally while maximizing room revenue and ensuring guest satisfaction. This role manages booking requests, provides accurate information about hotel services, and ensures all reservations are processed in accordance with hotel policies and brand standards.

Key Responsibilities

• Handle all reservation inquiries via phone, email, online platforms, and other communication channels.

• Process room bookings accurately in the reservation system in accordance with hotel policies.

• Provide guests with detailed information regarding room types, rates, promotions, and hotel facilities.

• Maximize revenue through effective upselling and cross-selling techniques.

• Verify reservation details, payment methods, and special requests to ensure accuracy.

• Coordinate with Front Office, Sales, and Revenue teams regarding group bookings and special arrangements.

• Monitor room availability and maintain accurate records in the PMS system.

• Ensure prompt and professional responses to guest inquiries and requests.

• Handle reservation amendments, cancellations, and no-show procedures in line with hotel policy.

• Maintain confidentiality of guest information and uphold brand service standards.

Qualifications.

• Minimum 1–2 years of experience in reservations, front office, or customer service, preferably in a 4- or 5-star hotel.

• Good command of English (spoken and written).

• Familiarity with hotel reservation systems (Opera or similar PMS).

• Strong communication and customer service skills.

• Detail-oriented with strong organizational abilities.

• Ability to work under pressure and manage multiple booking requests simultaneously.

• Professional appearance and positive service attitude.

• Willing to work shifts, including weekends and public holidays.