Reservations Agent

• Handle room reservations received via telephone, email, hotel website, online travel agencies (OTAs), and other booking channels.
• Check room availability, rates, room types, packages, and booking conditions to provide accurate information to guests.
• Process new reservations, amendments, cancellations, special requests, and group bookings in accordance with hotel policies and procedures.
• Provide professional, friendly, and timely responses to guest inquiries regarding room types, rates, hotel facilities, services, and reservation policies.
• Ensure all reservation details are accurately entered and updated in the Property Management System (PMS), including guest profiles, arrival dates, payment details, and special requests.
• Coordinate closely with the Front Office, Sales, Revenue Management, and other relevant departments to ensure accurate booking information and a seamless guest experience.
• Monitor arrivals, VIP reservations, special occasions, and guest preferences to ensure appropriate arrangements are communicated to the relevant departments.
• Follow up on tentative bookings, booking confirmations, deposits, and payment guarantees in accordance with hotel policies.
• Support the team in maximizing room revenue by promoting available room categories, packages, and upselling opportunities where appropriate.
• Maintain accurate reservation records, prepare reservation reports when required, and ensure proper handling of guest information in accordance with data privacy policies.
• Handle guest complaints and reservation discrepancies professionally, escalating issues to the supervisor or manager when necessary.
• Perform other duties as assigned by the Reservation Supervisor or Reservations Manager.