Reservations Agent
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Key skills for this role
About the Role
The role involves managing reservations, providing exceptional guest service, promoting revenue, and coordinating with departments while ensuring accuracy and compliance.
Key Skills for This Role
Responsibilities
- Handle reservations via telephone, email, website, travel agents, and online channels
- Process new bookings, amendments, cancellations, and special requests
- Enter reservations into Property Management System (Opera Cloud or equivalent)
- Verify room availability, rates, packages, and booking restrictions
- Upsell room categories, resort experiences, and promotional offers
- Maintain accurate guest profiles and reservation records
- Respond to guest enquiries professionally
- Coordinate special requests with relevant departments
- Promote direct bookings and support revenue targets
- Prepare daily reservation reports and arrival lists
Requirements
- Handle reservations via telephone, email, website, travel agents, and online channels
- Process new bookings, amendments, cancellations, and special requests accurately
- Enter reservations correctly into Property Management System (Opera Cloud or equivalent)
- Verify room availability, rates, packages, and booking restrictions
- Upsell room categories, resort experiences, and promotional offers
- Maintain accurate guest profiles and reservation records
- Respond to guest enquiries professionally and within response times
- Coordinate special requests with relevant departments
- Promote direct bookings and support revenue targets
- Prepare daily reservation reports and arrival lists
Full Job Posting
Position Summary
- The Reservations Agent is responsible for handling all reservation enquiries efficiently and professionally while maximizing room revenue and delivering exceptional guest service. The role ensures reservation accuracy, promotes the resort's facilities and experiences, and creates a seamless booking
Key Responsibilities Reservations
- Handle reservations received via telephone, email, website, travel agents, and online channels.
- Process new bookings, amendments, cancellations, and special requests accurately and promptly.
- Ensure all reservations are entered correctly into the Property Management System (Opera Cloud or equivalent).
- Verify room availability, rates, packages, and booking restrictions.
- Upsell room categories, resort experiences, and promotional offers to maximize revenue.
- Maintain accurate guest profiles and reservation records.
Key Responsibilities Guest Service
- Respond to guest enquiries professionally and within established response times.
- Provide accurate information about the resort, accommodations, restaurants, activities, and local attractions.
- Coordinate special requests with relevant departments to ensure guest satisfaction.
- Handle guest concerns and escalate issues when necessary.
Key Responsibilities Revenue & Sales
- Promote direct bookings whenever possible.
- Support the achievement of occupancy, ADR, and revenue targets.
- Assist in implementing promotional offers and revenue strategies.
- Monitor reservation trends and communicate booking patterns to management.
Key Responsibilities Coordination
- Work closely with Front Office, Housekeeping, Sales, Finance, and other departments to ensure smooth operations.
- Communicate VIP arrivals, group bookings, and special requests.
- Ensure room allocation requirements are updated before guest arrival.
Key Responsibilities Administration
- Prepare daily reservation reports and arrival lists.
- Ensure all correspondence is filed and maintained accurately.
- Follow reservation policies, procedures, and brand standards.
- Maintain confidentiality of guest information.
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