Agent Reservations (190222)

Job Summary

The Reservation Associate is responsible for handling guest booking requests, ensuring accurate reservations, and delivering excellent customer service. This role plays a key part in maximizing room revenue and enhancing the guest experience from the first interaction.

Key Responsibilities

• Handle all reservation inquiries via phone, email, and online platforms
• Process room bookings accurately in the reservation system
• Provide detailed information about room types, rates, packages, and hotel facilities
• Upsell rooms and promote special offers to maximize revenue
• Coordinate with Front Office and Sales teams for group bookings and special requests
• Maintain updated records of reservations and guest profiles
• Handle cancellations, amendments, and no-shows as per hotel policy
• Ensure all bookings are entered correctly and confirmations are sent promptly
• Respond to guest queries in a professional and timely manner
• Monitor room availability and assist in inventory management

Skills & Competencies

• Excellent communication and interpersonal skills
• Strong attention to detail and accuracy
• Customer-focused approach
• Ability to multitask and work under pressure
• Basic computer knowledge (PMS systems like Opera, IDS, etc.)
• Sales and upselling skills

Qualifications & Experience

• Graduate or Diploma in Hospitality Management preferred
• 1–3 years of experience in reservations or front office (freshers can also apply)
• Knowledge of hotel booking systems is an advantage

Working Conditions

• Flexible to work in shifts, including weekends and holidays
• Office-based role within the hotel environment

Key Performance Indicators (KPIs)

• Reservation accuracy rate
• Conversion rate of inquiries to bookings
• Upselling revenue contribution
• Guest satisfaction scores (pre-arrival experience)