Job Title: Reservation Agent

Department: Front Office / Reservations
Reports To: Reservations Manager / Front Office Manager
Location: Hotel / Resort / Hospitality Office

Job Summary:

The Reservation Agent is responsible for handling incoming calls, emails, and online inquiries related to room bookings, special requests, and general hotel information. This role involves providing excellent customer service, ensuring accurate data entry into reservation systems, and helping to maximize room occupancy and revenue.

Key Responsibilities:

• Answer incoming calls and emails in a timely and professional manner.

• Assist guests with room reservations, cancellations, modifications, and special requests.

• Enter and manage reservation details accurately in the Property Management System (PMS).

• Provide information about hotel facilities, services, rates, and promotions.

• Upsell hotel services and amenities to increase revenue.

• Maintain knowledge of room types, availability, rates, and hotel promotions.

• Collaborate with the front office, sales, and housekeeping teams to ensure seamless guest experiences.

• Handle reservation-related complaints and escalate complex issues to supervisors.

• Process group bookings, corporate accounts, and travel agency reservations.

• Follow up with guests for confirmation, pre-arrival requirements, or additional information.

• Maintain accurate records and generate reports as needed.

Qualifications and Skills:

• High school diploma or equivalent; degree in hospitality or related field preferred.

• Previous experience in a hotel reservation or customer service role is a plus.

• Proficiency in reservation software (e.g., Opera, Amadeus, or similar PMS).

• Excellent communication and interpersonal skills.

• Strong attention to detail and organizational abilities.

• Ability to multitask and work in a fast-paced environment.

• Flexibility to work shifts, including weekends and holidays.

Working Conditions:

• Office or front desk environment.

• May require extended periods of sitting and use of a computer.

• Standard hotel working hours, may include weekends and holidays.