Reservations Agent

Key Responsibilities: Handle telephone and email enquiries, accept reservations, and input booking details accurately into the hotel's PMS (Opera). Provide professional, friendly, and efficient service to guests, clients, and callers to create a positive hotel image. Ensure all reservation details, guest information, and payment guarantees are recorded correctly in the system. Respond to reservation enquiries and emails promptly and ensure all bookings are processed without backlog. Maintain accurate guest histories and reservation records to support personalized guest service. Upsell rooms and promote hotel services to maximize occupancy and revenue. Communicate closely with Front Office and Sales & Marketing teams regarding enquiries, bookings, and guest requirements. Monitor room availability, manage cancellations, and follow hotel procedures for reservations, cancellations, and no-shows. Ensure proper documentation and filing of reservation records, travel agent information, and correspondence. Handle guest requests, provide information about hotel facilities, and maintain the confidentiality of guest information at all times. Qualifications: Minimum Diploma in Hospitality, Tourism, Business Administration, or related field. Previous experience in reservations, front office, or customer service in the hospitality industry is an advantage. Familiarity with hotel PMS systems (Opera preferred) and Microsoft Office. Strong communication and interpersonal skills with a customer-focused approach. Ability to handle multiple enquiries and work efficiently in a fast-paced environment. Good attention to detail and organizational skills. Ability to work independently and as part of a team. Professional appearance and positive attitude. Willingness to work shifts, weekends, and public holidays if required.