Reservations Agent

Responsibilities:

• Handle Reservations:Manage and process incoming calls, emails, and online booking requests, ensuring accurate entry of reservation details into the property management system.
• Customer Service: Deliver exceptional service by addressing guest inquiries, providing information about hotel amenities, rates, and availability, and resolving any booking-related issues or concerns.
• Modify and Cancel Reservations: Handle modifications and cancellations of existing reservations according to guest requests, adhering to hotel policies and procedures.
• Reports: Complete daily reports, including No Show, Cancellation, Arrival reports etc., ensuring accuracy and timely submission.
• Payments: Manage payments, including prepayments, no-show charges, cancellation fees etc., ensuring proper documentation and processing.
• Promote Hotel Services: Upsell and cross-sell additional services, such as special packages and room upgrades, to enhance guest experience and drive revenue.
• Maintain Records: Accurately record and update reservation data, including guest preferences and special requests, in the property management system.
• Collaboration: Coordinate with other hotel departments, such as Front Desk, Housekeeping etc., to communicate guest needs and ensure a smooth check-in and check-out process.
• Problem-Solving: Address and resolve booking-related issues or discrepancies efficiently, escalating complex problems to the appropriate department or management when necessary.
• Stay Informed: Stay updated on hotel policies, promotions, and local events to provide accurate and useful information to guests.
• Accountability: Ensure that all tasks and guest correspondence are completed promptly and accurately, maintaining a high standard of professionalism.

Requirements:

• Knowledge in Opera Cloud or Property Management System will be an advantage.
• Proficient in MS Office will be an advantage.
• Fluent in English; multilingual is strongly preferred.
• Team player but also able to work independently.
• Has good time management.
• Minimum 1 year of relevant experience in the hotel industry.