About the Role

Our client, a prestigious 5-star hotel, is seeking a highly organized, customer-focused, and detail-oriented Reservation Agent to join their Reservations Team. The successful candidate will be responsible for handling guest reservations, maximizing room revenue, maintaining accurate booking records, and delivering exceptional customer service consistent with luxury hospitality standards.

Key Responsibilities

• Manage and process room reservations received via phone, email, online channels, and travel agents.
• Provide guests with accurate information regarding room availability, rates, hotel facilities, and services.
• Ensure all reservations are entered and maintained accurately in the hotel reservation system.
• Upsell room categories, packages, and hotel services to maximize revenue.
• Coordinate with Front Office, Sales, Revenue, and Housekeeping departments to ensure seamless guest experiences.
• Monitor booking trends, cancellations, modifications, and special requests.
• Handle guest inquiries and complaints professionally and efficiently.
• Maintain reservation records and prepare daily reservation reports.
• Ensure compliance with hotel policies, procedures, and service standards.

Qualifications & Experience

• Diploma or Degree in Hospitality Management, Tourism Management, Hotel Management, Business Administration, or a related field.
• Minimum of 2–3 years’ experience in reservations within a reputable hotel, preferably a 4-star or 5-star property.
• Hands-on experience using OPERA Cloud PMS is mandatory.
• Strong understanding of hotel reservation procedures, room inventory management, and revenue optimization.
• Experience handling reservations from multiple booking channels, including OTAs and corporate accounts.
• Excellent communication and customer service skills.
• Strong attention to detail and accuracy.
• Proficiency in Microsoft Office applications.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.

Key Competencies

• Customer-centric mindset
• Strong organizational skills
• Excellent interpersonal and communication abilities
• Problem-solving and decision-making skills
• Attention to detail
• Professionalism and integrity
• Team player with a positive attitude