Job Description

Job Advert Summary

The Reservations Agent serves as a frontline professional, responsible for promoting, selling, and booking the hotel's products and services. This role is key to delivering a seamless and exceptional guest experience, from the initial inquiry through to final confirmation. The Reservations Agent must demonstrate outstanding communication skills, attention to detail, and a proactive approach to customer service

Minimum Requirements

Proven experience in hotel reservations or front office operations. Proficiency in hotel reservation systems/PMS (e.g., Opera, Protel, or similar). Strong communication, organizational, and multitasking skills. Ability to work under pressure while maintaining attention to detail. Passionate about customer service and hospitality

Duties and Responsibilities

Reservations & Sales


Handle all reservations (telephonic, email, online) in a courteous and professional manner, adhering to hotel standards. Prepare and send accurate rate proposals; follow up on quotations to convert leads into confirmed bookings. Up-sell room categories and packages where appropriate to maximize revenue. Ensure accurate and complete capture of guest information, preferences, payments, and booking details in the PMS.

Guest Service & Communication


Deliver exceptional service to guests by responding to inquiries, handling special requests, and resolving issues or complaints promptly. Liaise effectively with internal departments (Front Office, Guest Relations, Housekeeping, etc.) to ensure smooth guest arrivals and departures. Prepare daily arrival correspondence packs for Front Office and ensure all guest-facing communication is clear and professional.

Administration & Reporting


Maintain up-to-date records of reservations, payments, and correspondence. Ensure that payment links, invoices, and deposits are issued, received, posted, and reconciled accurately. Complete and submit required reports such as daily updates, 14-day forecast reports, and reconciliation summaries. Monitor and report system or rate discrepancies to the Reservations Manager.

Operational Efficiency


Attend daily briefings to provide reservation updates. Support the smooth flow of guest information and coordination across departments. Assist with group bookings, conference reservations, and special event coordination. Ensure all internal tracking tools (e.g., PM sheets, payment logs, unallocated deposits) are updated daily. Attend training sessions as required. Take initiative in assisting guests without waiting to be prompted. * Always maintain a professional appearance and positive attitude