Reservation Agent

Role overview

Planning and organizing

• Monitor hotel occupancy, average room rate, month-to-date performance, and budget performance.
• Maximize yield through upselling and suggestive selling.
• Maintain product knowledge of rooms, facilities, operating hours, restaurants, shops, ballrooms, and daily events.
• Attend scheduled training classes and follow operational service standards.

Reservation operations

• Respond to written correspondence, email, fax, and telephone inquiries within 24 hours.
• Input and maintain accurate reservations in the OPERA system.
• Complete daily reports, file correspondence, and audit the next day's arrival file.
• Coordinate guest requests with Front Office and other departments.

Revenue and administration

• Develop corporate client relationships and refer potential corporate leads to revenue or sales teams.
• Process reservation requests and room sales, including applicable complimentary vouchers.
• Use guest names appropriately and maintain professional confidentiality.
• Assist task force teams for new hotel openings when requested.

Qualifications

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

Hotel environment

• The role operates within a hotel environment and requires adherence to grooming, emergency, fire, hygiene, health, and safety policies.

Company context