Reservations and Communication Centre Agent

Responsibilities

• Respond promptly and courteously to all reservation inquiries via phone, email, and online channels
• Process new bookings, modifications, and cancellations accurately in the reservation system
• Ensure all information is recorded correctly, including guest details, special requests, and payment information
• Promote hotel facilities and upsell room categories and packages to maximize revenue
• Maintain strong product knowledge of the hotel, room types, rates, and promotions
• Handle guest inquiries and complaints professionally, ensuring satisfaction and resolution
• Coordinate with the Front Office, Sales, and Revenue departments to ensure smooth guest experiences
• Follow up on tentative and group bookings, ensuring conversion and accuracy
• Prepare daily reservation reports and assist in updating occupancy forecasts
• Maintain confidentiality of guest information and adhere to company policies and procedures

Requirements

• Diploma or Bachelor’s degree in Hospitality, Business, or a related field
• Previous experience in a reservations or customer service role, preferably in the hospitality industry
• Proficiency in hotel reservation systems such as Opera, Fidelio, or similar PMS
• Excellent communication skills in English
• Strong organizational and multitasking abilities
• Customer-oriented attitude with a focus on problem-solving
• Ability to work under pressure and handle multiple tasks simultaneously
• Attention to detail and accuracy in data entry