Reservation Agent

Job Description

What you will be doing:

• Answer inquiries of room rates, outlets and room locations.
• To be totally familiar with all aspects of the reservation systems
• Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation
• Post advance deposits and keep accurate records of deposits
• Process rooming lists and group blocks and indicate special requests and billing procedures
• File and process reservations correspondence, make certain all files are current and in order.
• Have knowledge of Front desk, Sales and Accounts departments and how they relate to the Reservations department.
• Abide by the hotels policies and procedures
• Be familiar with changes in the rates and group enquiries
• To be aware of inventory management and keep a constant check on the room types available throughout the day
• To have an understanding of departmental goals and projections for average rate and occupancy
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.

Qualifications

Qualifications

• Diploma or Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Minimum 1–2 years of experience in hotel reservations, front office, or a similar hospitality role.
• Good knowledge of hotel reservation procedures, room types, rates, packages, and availability.
• Proficiency in hotel reservation systems and Microsoft Office applications.
• Strong communication and interpersonal skills, with a professional and courteous manner.
• Good command of written and spoken English; additional languages are an advantage.
• Strong attention to detail and accuracy when handling reservations and guest information.
• Ability to handle guest inquiries, requests, modifications, and cancellations efficiently.
• Strong organizational and time-management skills, with the ability to prioritize multiple tasks.
• Ability to work under pressure and maintain a high level of customer service.
• Good problem-solving skills and the ability to resolve guest concerns professionally.
• Flexible to work shifts, weekends, and public holidays as required.

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.