Reservation Agent

Company Description

Planning and Organizing

• Monitor hotel occupancy, average room rate, month-to-date results, and performance against budget requirements.
• Maximize hotel yield through upselling and suggestive selling.
• Follow operational standards and remain informed about daily hotel events.
• Attend scheduled training classes.
• Maintain product knowledge of rooms, facilities, operating hours, restaurants, shops, ballrooms, functions, and events.
• Maintain knowledge of local history, places of interest, shopping areas, and other visitor information.

Operations

• Follow hotel grooming, product, confidentiality, emergency, fire, hygiene, health, and safety standards.
• Cooperate respectfully with colleagues and other departments.
• Develop corporate client relationships and identify leads for Revenue or Sales teams.
• Answer correspondence, email, and telephone inquiries within 24 hours.
• Accurately enter and maintain reservations in the OPERA system.
• Complete daily reports and file reservation correspondence for handover.
• Audit the next day's arrival file for accurate reservation details.
• Coordinate guest requests with Front Office and other departments.
• Assist task force teams for new openings when requested.

Administration

• Input and process reservation requests for room sales.
• Collect and immediately file applicable complimentary vouchers from internal departments.

Core Behaviours

• Expected behaviours include trust, fairness, integrity, transparent communication, and honoring commitments.
• Build strong relationships with colleagues and guests while valuing diverse perspectives and cooperation.
• Show drive by setting goals, overcoming barriers, and producing results.
• Understand business and market context, identify opportunities, and support continuous improvement and change.

Qualifications

• Bachelor's degree or equivalent qualification from an accredited institution.
• At least one year of professional experience in a hotel reservation or similar guest-facing role.
• Proficiency in computer systems and office applications.
• Knowledge of Property Management Systems, preferably OPERA or an equivalent system.
• Strong written and verbal English communication skills.
• Understanding of hospitality industry standards and practices.
• Ability to manage multiple reservations and guest inquiries accurately with attention to detail.

Additional Information