Reservation Agent
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Key skills for this role
About the Role
Wyndham Hotels & Resorts EMEA is seeking a Reservation Agent to handle reservation requests via phone, email, website, and OTAs. The role requires knowledge of hotel reservation systems (Opera PMS preferred), excellent telephone etiquette, and the ability to upsell and maximize revenue.
Key Skills for This Role
Responsibilities
- Handle all reservation requests received by telephone, email, website, and online travel agents (OTAs)
- Process new reservations, modifications, cancellations, and special requests accurately
- Provide guests with detailed information about room types, rates, promotions, hotel facilities, and services
- Upsell room categories, packages, and hotel services to maximize revenue
- Ensure reservation details are entered accurately into the Property Management System (PMS)
- Verify guest information, payment methods, and booking requirements
- Respond promptly and professionally to guest inquiries and reservation related concerns
- Coordinate with the Front Office, Housekeeping, Sales, and Revenue teams to ensure smooth guest arrivals
- Monitor room availability and report any overbooking or reservation discrepancies
- Maintain accurate reservation records and guest profiles
- Assist with group bookings and corporate reservations as assigned
- Follow hotel policies, procedures, and brand standards
Requirements
- Knowledge of hotel reservation systems and Property Management Systems (Opera PMS is preferred)
- Understanding of room inventory management
- Basic revenue management and upselling techniques
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Excellent telephone etiquette
Full Job Posting
Responsibilities
- Handle all reservation requests received by telephone, email, website, and online travel agents (OTAs).
- Process new reservations, modifications, cancellations, and special requests accurately.
- Provide guests with detailed information about room types, rates, promotions, hotel facilities, and services.
- Upsell room categories, packages, and hotel services to maximize revenue.
- Ensure reservation details are entered accurately into the Property Management System (PMS).
- Verify guest information, payment methods, and booking requirements.
- Respond promptly and professionally to guest inquiries and reservation related concerns.
- Coordinate with the Front Office, Housekeeping, Sales, and Revenue teams to ensure smooth guest arrivals.
- Monitor room availability and report any overbooking or reservation discrepancies.
- Maintain accurate reservation records and guest profiles.
- Assist with group bookings and corporate reservations as assigned.
- Follow hotel policies, procedures, and brand standards.
Requirements
- Knowledge of hotel reservation systems and Property Management Systems (Opera PMS is preferred).
- Understanding of room inventory management.
- Basic revenue management and upselling techniques.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Excellent telephone etiquette.
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