Reservation Agent
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Key skills for this role
About the Role
RIKAS Hospitality Group is seeking a friendly and organized Reservation Agent to manage guest reservations across phone, email, WhatsApp, social media, and online platforms.
Key Skills for This Role
Responsibilities
- Handle guest reservations and inquiries across all communication channels in a friendly and professional manner
- Manage bookings accurately, including guest details, special requests, preferences, and occasions
- Maintain and update guest profiles and reservation records in the booking system
- Monitor availability, waitlists, cancellations, no shows, and unconfirmed bookings to help maximize restaurant covers
- Manage prepayments and no show charges in line with company procedures
- Recognize and manage VIP guests, regular guests, and special requests
- Support upselling opportunities, including special experiences, cakes, gift vouchers, and other restaurant services
- Maintain up to date knowledge of menus, promotions, events, operating hours, and current offers
Requirements
- Minimum 1–2 years of experience in a reservations, reception, guest relations, or customer service role, preferably within hospitality or luxury service environment
- Previous experience using restaurant reservation systems (e.g: SevenRooms or other systems)
- Good working knowledge of Microsoft Office
- Strong customer service skills with a genuine hospitality focused approach
- Excellent verbal and written communication skills
- Flexible to work shifts, including evenings, weekends, and public holidays
- Good knowledge of English is essential
Full Job Posting
Job Overview
- We are looking for a friendly, organized, and service driven Reservations Agent to join our team.
- In this role, you will be responsible for managing guest reservations and inquiries across phone, email, WhatsApp, social media, and online booking platforms.
- You will help ensure a smooth and professional booking experience while delivering warm and personalized service to every guest.
Main Responsibilities
- Handle guest reservations and inquiries across all communication channels in a friendly and professional manner.
- Manage bookings accurately, including guest details, special requests, preferences, and occasions.
- Maintain and update guest profiles and reservation records in the booking system.
- Monitor availability, waitlists, cancellations, no shows, and unconfirmed bookings to help maximize restaurant covers.
- Manage prepayments and no show charges in line with company procedures.
- Recognize and manage VIP guests, regular guests, and special requests.
- Support upselling opportunities, including special experiences, cakes, gift vouchers, and other restaurant services.
- Maintain up to date knowledge of menus, promotions, events, operating hours, and current offers.
- Coordinate special arrangements with restaurant operations and relevant departments.
- Record guest feedback and complaints and escalate concerns when required.
- Maintain clear communication with restaurant management, reception, floor, and kitchen teams.
- Complete required reports, reservation logs, and shift handovers accurately and on time.
Qualifications & Experience
- Minimum 1–2 years of experience in a reservations, reception, guest relations, or customer service role, preferably within hospitality or luxury service environment.
- Previous experience using restaurant reservation systems (e.g: SevenRooms or other systems).
- Experience with restaurant operational systems is an advantage.
- Good working knowledge of Microsoft Office.
- Strong customer service skills with a genuine hospitality focused approach.
- Excellent verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple reservations, inquiries, and priorities in a fast paced environment.
- Good organizational skills with strong attention to detail and accuracy.
- Flexible to work shifts, including evenings, weekends, and public holidays.
- Good knowledge of English is essential. Additional languages are a plus.
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