Job Position: Reservation Agent

Job Summary:

On behalf of our client we are looking for a Reservation Agent, who will be responsible for managing room bookings, ensuring reservations are accurately processed, and providing outstanding service to guests through phone, email, and online platforms. The Position holder will be the first point of contact for guests looking to book their stay, so excellent communication, professionalism, and a helpful attitude are essential. This role will contribute to the overall success of the hotel's guest services and occupancy rates.

Duties and Responsibilities

• Process room reservations promptly and accurately, ensuring all guest information is recorded correctly;
• Confirm reservations, modify booking details, and handle cancellations or changes in accordance with the hotel’s policies;
• Respond to guest inquiries via phone, email, and online booking systems with professionalism and courtesy;
• Provide accurate information about room availability, rates, and hotel services;
• Assist guests with special requests, preferences, and any specific requirements related to their reservation;
• Ensure the accurate input of guest details and reservation requirements into the system;
• Monitor and update reservation records, ensuring they are in line with the hotel’s policies and procedures;
• Provide exceptional customer service, ensuring guests feel valued and informed throughout their booking process;
• Handle guest complaints or concerns effectively and ensure resolution, escalating to the appropriate department when needed;
• Communicate with the front desk team regarding guest preferences, special requests, and VIP reservations;
• Ensure that any pre-arrival requests or requirements are passed on to the relevant departments in a timely manner;
• Maintain a friendly and professional behavior to create a positive first impression of the hotel;

Educational Background

• Degree or Diploma in Hotel Management, Business Management and related fields  

Years of experience:

• 2+ years proven experience in a hotel reservation or customer service role. 

Additional Skills

• Excellent communication skills, both written and verbal, with a strong command of the English language;
• Exceptional organizational skills and attention to detail;
• Ability to multi-task, prioritize, and work efficiently in a fast-paced environment;
• Friendly, approachable, and professional attitude with a passion for customer service;
•  Familiarity with hotel reservation systems like, Opera, Protel, or similar is a plus;
• Ability to work flexible hours, including weekends and holidays, as required. 

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