Descripción del puesto

Descripción del puesto: Reservations Agent

Job Objectives

The Reservations Agent is responsible for handling guest reservations efficiently and professionally while maximizing room sales and ensuring accurate booking information. The role focuses on providing excellent customer service, managing reservation inquiries, and maintaining accurate records in the hotel’s reservation systems.

Responsibilities

RESERVATION HANDLING

• Receive and process reservation requests via phone, email, website, and online booking channels.
• Accurately input reservation details into the Property Management System (PMS).
• Confirm reservations and provide guests with booking details, policies, and hotel information.

CUSTOMER SERVICE

• Provide professional and friendly service to guests and travel agents.
• Answer inquiries about room types, rates, packages, hotel facilities, and availability.
• Assist guests with special requests, changes, or cancellations.

SALES & UPSELLING

• Promote room upgrades, packages, and additional hotel services.
• Maximize room revenue by encouraging direct bookings when possible.
• Inform guests about promotions, special offers, and loyalty programs.

RESERVATION ACCURACY & DOCUMENTATION

• Ensure all reservations are recorded accurately with correct guest details and payment information.
• Maintain organized records of bookings, cancellations, and modifications.
• Follow hotel policies regarding deposits, guarantees, and cancellation procedures.

COORDINATION WITH OTHER DEPARTMENTS

• Communicate reservation details and special requests to Front Office and Housekeeping.
• Coordinate with Sales and Events teams regarding group bookings and room blocks.
• Inform relevant departments of VIP arrivals or special arrangements.

SYSTEM & ADMINISTRATIVE TASKS

• Update guest profiles and maintain accurate reservation data.
• Monitor room availability and booking status.
• Prepare reservation reports if required.

Requisitos

Qualifications

• High school diploma or equivalent; diploma or degree in Hospitality Management preferred.
• Previous experience in reservations, front office, or customer service in the hospitality industry preferred.
• Familiarity with hotel reservation systems (PMS, CRS) is an advantage.

Required Skills

• Excellent communication and customer service skills
• Strong attention to detail and accuracy
• Basic sales and upselling ability
• Good organizational and multitasking skills
• Problem-solving abilities
• Computer literacy including PMS and Microsoft Office
• Professional phone etiquette

Beneficios

We offer over 80 exclusive benefits, on top of all statutory entitlements.