Reservations Agent

Roles and responsibilities

As Cluster Reservations Agent you will support the Cluster Reservations Manager in driving the performance of the reservations team on property. You will ensure that all SOP's are being adhered to. You will further assist in maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction of guests and team members. You will ensure monitoring of daily arrivals for all guest requests to be carried out and communicated to. You will be working on inventory management, including allotments, groups blocks and rate codes in all applicable systems. Further you will assist the Reservations Manager for driving up- selling within the property and to ensure optimal use of all distribution channels, e.g. IBE, GDS, Tour Operators, Small Luxury Hotels, Regional and Corporate Sales Offices
Reservation Management:

Process guest reservations efficiently and accurately, including inquiries, bookings, cancellations, modifications, and confirmations.
Ensure that all reservations are entered into the property management system (PMS) correctly, with accurate guest details, dates, and special requests.
Manage room availability and allocation, ensuring that guest requests (e.g., room types, preferences) are met as much as possible.
Handle group bookings, corporate reservations, and special requests, ensuring proper coordination with other departments (e.g., group coordination with events, catering).
Customer Service & Guest Interaction:

Provide information to guests regarding room availability, rates, amenities, hotel services, and local attractions.
Offer upsell opportunities (e.g., room upgrades, premium services) to maximize revenue and improve the guest experience.
Respond to guest inquiries via phone, email, or live chat in a professional, friendly, and efficient manner.
Assist guests with changes to their reservations, ensuring that any cancellations, modifications, or requests are handled promptly.
Revenue & Rate Management:

Work closely with the Revenue Management team to ensure accurate pricing and room inventory allocation.
Follow established guidelines for pricing, promotions, and discounts to maximize occupancy and revenue.
Assist in implementing and adjusting special offers, packages, and seasonal rates.
Booking Systems & Technology:

Operate the hotel’s reservation system (PMS), booking engines, and any third-party distribution platforms (e.g., OTAs like Booking.com, Expedia) to manage reservations and updates.

Desired candidate profile

Familiar with the hotel operations available technology (Opera PMS & RMS) and all distribution channels.
Understand the dynamics of regional & local market, local competitors and events of the destination.
Excellent verbal and written communication skills, with a strong ability to convey information clearly and professionally.
Strong organizational and time-management skills, with the ability to handle multiple reservations and tasks simultaneously.
Customer-focused with the ability to handle guest inquiries and resolve issues in a calm and professional manner.
Attention to detail, particularly when inputting data into reservation systems.
Basic understanding of pricing, rates, and the ability to upsell or suggest upgrades to enhance guest experience and hotel revenue.
Proficiency in computer applications, including Microsoft Office and booking management software.
Personal Attributes:

Friendly, approachable, and courteous with a professional demeanor.
Problem-solving abilities, with the ability to remain calm and composed when faced with challenging situations (e.g., overbookings, guest complaints).
Ability to work efficiently in a fast-paced environment, especially during peak booking times.