Reservations Agent

Position :          Reservations Agent

Department :    Reservations

Reports to :        Reservations Manager

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PURPOSE OF POSITION

To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners.

KEY ROLES & RESPONSIBILITIES

• Respond to enquiries about hotel products and services by telephone, fax, email etc
• Determine guest needs and quote the appropriate villa and rate as per requirements
• Assist guests with international calls and directory queries
• Monitor Bill call costs
• Advise defects on switchboard equipment to Manager
• Accurate input of booking information into the OPERA Reservation System
• Communicate / upsell activities for leisure, corporate & wholesaler’s guests
• Understand Group Bookings – including cut-off dates, blocking and booking policies
• Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory
• Has full knowledge of hotel facilities and services to promote its products and services
• Process amendments to reservations such as extensions, early departures, etc.
• Coordinate and communicate with all other departments to ensure a smooth operation
• Maintain knowledge of special rates/ offers/ promotions
• Type a variety of documents such as cover letters, daily pickup reports
• File and organize a variety of documents and maintain stationery and office supplies  
• Perform duties and responsibilities in a confidential manner when applicable
• Adhere to the hotel’s occupational, health and safety policies
• Report any equipment failures/problems & repair requests to Maintenance Department
• To participate in any training/development programs as recommended by Manager
• Reconcile OTA’s Extranet with Opera
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Maintain detailed knowledge of the Hotel’s fire, life and safety system
• Perform all the tasks asked by Reservations Manager or Revenue Manager
• Ensure LQA & Forbes standard are followed & aim to achieve the scores & goals set by Management
• Timely Reporting of any operational issues to Reservation Supervisor to escalate to Reservation manager
• Ensure data accuracy across all bookings and guest profiles
• Handle VIP, repeat guests, and special requests with care and full ownership
• Cross-verify daily reservations across OTAs, GDS, direct channels, and contracted wholesale partners to ensure consistency and accuracy
• Actively support upsell and overbooking strategies in coordination with Revenue
• Assist with daily, weekly, and monthly pickup and pace reporting
• Monitor booking trends and alert on unusual activity
• Comply with GDPR and guest data privacy requirements
• Support with group blocks, rooming lists, and cut-offs in Opera
• Participate in upselling initiatives and cross-training as needed

PERSONAL ATTRIBUTES

• Written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all hotel guests and patrons
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment

• High School certificate
• Diploma from School for Tourism & Hotel Management is a plus
• Minimum 1 - 2 years experience preferably in guest services/tele-marketing/reservations.
• Familiarity with OPERA Cloud PMS and OTA extranets
• Exposure to revenue management practices and rate parity
• Experience in luxury or resort environments preferred