Reservation Agent

About the role

We are looking for a professional, customer‑focused Reservation Agent to be the first point of contact for our guests. You will ensure a smooth booking experience across phone, email and other channels while representing our hotel’s commitment to responsible hospitality.

Key responsibilities

• Respond promptly and professionally to all room reservation inquiries via phone, email and other communication channels.
• Book accommodations for leisure, business and group travelers, accurately recording all reservation details in the Property Management System.
• Upsell room types and additional services to maximize revenue while meeting guest needs.
• Provide detailed information about the property and collaborate with other departments to fulfill special requests.
• Handle changes, cancellations and special requests with a customer‑centric approach.
• Maintain up‑to‑date knowledge of room availability, rates and promotional offers.
• Assist in resolving customer complaints and contribute to continuous improvement of reservation processes.

Required profile

• Excellent verbal and written communication skills with a friendly, empathetic demeanor.
• Strong problem‑solving abilities, attention to detail and the capacity to multitask under pressure.
• Cultural sensitivity and a customer‑focused mindset.
• Fluency in English and flexibility to work various shifts as required.

Required skills

• Proficiency with reservation management systems.