Cluster Reservations Agent (Intermediate)

Day-to-day responsibilities include:

• Handle inbound reservation calls, emails, and online enquiries for multiple Ovolo hotels, answering as if part of the hotel team

• Provide accurate information on room types, rates, packages, and hotel facilities

• Convert enquiries into confirmed bookings, focusing on direct booking conversion

• Upsell room categories, packages, and on-sell or refer guests to other Ovolo properties where appropriate

• Accurately input, amend, and manage reservations in the property reservations system

• Manage VIP bookings and special guest requests, ensuring these are communicated to the relevant hotel teams

• Maintain strong product knowledge across all assigned hotels

• Deliver a consistently high-quality, on-brand call experience aligned to Ovolo standards

• Escalate complex issues or complaints to the Cluster Reservations Manager or hotel as required

• Monitor availability and flag booking or rate anomalies

• Act as a brand ambassador for Ovolo Hotels at all times

Job Requirements:

• Minimum 2–3 years experience in hotel reservations or front office
• Experience working in a multi-property or cluster environment preferred
• Strong understanding of hotel room types, rate structures & packages
• Familiar with OTA channels (Booking.com, Expedia, etc.)
• Exposure to revenue management principles and rate loading
• Experience with PMS systems (Opera Cloud, Opera PMS, RMS, SiteMinder)