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.