Reservation Agent

Job Description

We're looking for a detail-oriented and customer-focused Reservation Agent to join our dynamic team in Jakarta, Indonesia. In this role, you'll be the first point of contact for our guests, handling reservations with professionalism, enthusiasm, and efficiency. You'll work collaboratively with various departments to ensure seamless booking experiences while maximizing revenue opportunities. This position offers the flexibility to grow your skill set in the hospitality industry while making a meaningful impact on guest satisfaction.

• Process individual and group reservation requests accurately and efficiently through reservation management systems
• Respond promptly to inquiries via phone, email, website, and online travel agency (OTA) platforms with professionalism and warmth
• Upsell higher room categories and promote hotel packages to maximize revenue while maintaining guest satisfaction
• Ensure all bookings are confirmed with complete, accurate, and verified guest information
• Maintain comprehensive reservation records and update changes, cancellations, and no-shows in real-time
• Monitor daily arrivals and coordinate effectively with front office and housekeeping teams
• Handle special requests (early check-in, late check-out, VIP amenities, accessibility needs, etc.) with empathy and problem-solving skills
• Communicate professionally with travel agents, corporate clients, and walk-in guests, adapting your approach to meet diverse needs
• Resolve booking-related issues promptly or escalate appropriately when necessary
• Prepare and submit daily and weekly reservation reports as required
• Ensure rate parity across all booking channels to maintain competitive positioning
• Maintain strict confidentiality of guest information in compliance with data privacy standards and company policies
• Liaise with sales, revenue, and front office teams for group bookings and extended stays
• Support revenue management strategies, including overbooking procedures when applicable

Qualifications

**Required:**

• Strong communication skills in English, both written and verbal
• Proven ability to multitask and work effectively under pressure in a fast-paced environment
• Customer-oriented mindset with a positive, professional, and inclusive attitude
• Basic proficiency with Microsoft Office applications (Excel, Outlook)
• Excellent organizational skills with strong attention to detail
• Ability to handle multiple communication channels simultaneously
• Problem-solving capabilities and resilience when facing challenging situations
• Data privacy awareness and commitment to maintaining guest confidentiality

**Preferred:**

• Previous experience in hotel reservations, front office, or hospitality customer service
• Proficiency with reservation management systems (OPERA PMS, ACCOR, or similar platforms)
• Knowledge of revenue management principles and hotel operations
• Additional language skills (Indonesian, Mandarin, or other regional languages)
• Certification in hospitality customer service or reservation management
• Experience with online travel agency (OTA) platforms and booking channels

Additional Information