Reservations & Customer Care Agent

OVERVIEW OF ROLE

The Reservations Agent is responsible for managing all room reservation enquiries and serving as the primary point of contact for potential and confirmed guests. This role plays a key part in converting enquiries into confirmed bookings while delivering exceptional service that reflects the hotel’s brand standards.

The Reservations Agent supports revenue generation by handling inquiries efficiently, identifying sales opportunities, and ensuring all reservations are processed accurately and in alignment with guest expectations.

QUALIFICATIONS

• Previous experience in reservations, customer service, or hospitality operations preferred.
• Strong telephone etiquette and excellent communication skills.
• High level of accuracy and strong administrative ability.
• Proficiency in computer systems and reservation platforms.
• Strong organisational skills and ability to multitask effectively.
• A guest-focused mindset with a strong commitment to service excellence.
• Ability to work under pressure in a fast-paced environment.
• Tertiary education or relevant hospitality qualifications are an advantage.

MAIN DUTIES & RESPONSIBILITIES

The main responsibilities of the Reservations Agent are summarised below; however, the list is not exhaustive.

RESERVATION HANDLING & CONVERSION

• Handle all incoming room reservation enquiries in a timely and professional manner.
• Convert inquiries into confirmed bookings efficiently and accurately.
• Ensure all reservation details are recorded correctly and aligned with guest requirements.
• Provide clear and accurate information to support guest booking decisions.

GUEST SERVICE & COMMUNICATION

• Respond to all guest and customer enquiries with professionalism and courtesy.
• Maintain a highly professional telephone and email communication standard at all times.
• Deliver prompt, accurate, and helpful responses to guest booking requests.
• Ensure guest expectations are clearly understood and met during the reservation process.

SALES SUPPORT & LEAD GENERATION

• Identify and follow up on potential sales leads generated through reservation enquiries.
• Support conversion of enquiries into future business opportunities.
• Respond positively to sales opportunities and promote hotel offerings where appropriate.
• Contribute to achieving room revenue targets through effective reservation handling.

SYSTEMS & ADMINISTRATION

• Ensure all reservations are accurately entered into the hotel system.
• Maintain proper documentation and records of all booking activities.
• Use hotel reservation and booking systems efficiently and in line with procedures.
• Support administrative tasks related to room inventory and booking management.

BRAND STANDARDS & SERVICE QUALITY

• Ensure all interactions reflect the hotel’s brand standards and service expectations.
• Maintain consistency in communication and guest handling processes.
• Provide a seamless reservation experience that enhances guest confidence in the hotel.
• Uphold professionalism in all written and verbal communications.

EXPECTATIONS

The Reservations Agent is expected to:

• Demonstrate strong customer service and sales conversion ability.
• Communicate clearly and professionally across all channels.
• Maintain accuracy and attention to detail in all reservation processes.
• Work efficiently in a fast-paced, target-driven environment.
• Show initiative in identifying opportunities for revenue generation.
• Uphold brand standards and deliver a consistently positive guest experience.
• Maintain composure and professionalism when handling high enquiry volumes.