Reservations Agent

About the role

The Reservations Agent is responsible for handling all guest enquiries and bookings for the hotel, ensuring a courteous and efficient experience. This role supports both leisure and corporate guests while maintaining accurate reservation data and promoting the hotel’s services.

Key responsibilities

• Respond to enquiries via phone, email, fax and other channels, providing accurate rates and villa options.
• Enter and manage booking information in the OPERA Reservation System.
• Upsell leisure, corporate and wholesale products and support overbooking strategies.
• Process reservation amendments, extensions, early departures and group bookings.
• Coordinate with other departments to ensure smooth guest arrivals and departures.
• Monitor and reconcile OTA extranet data with OPERA, ensuring rate parity.
• Handle VIP, repeat guests and special requests with full ownership.
• Maintain knowledge of hotel facilities, promotions and revenue‑management strategies.

Required profile

• High school certificate; tourism or hotel management diploma is a plus.
• 1‑2 years experience in guest services, tele‑marketing or reservations, preferably in a luxury or resort environment.
• Strong written and verbal communication skills in English.
• Ability to work calmly under pressure and provide excellent customer service.
• Team‑oriented attitude and good judgment when dealing with difficult guests.

Required skills

• Proficiency with OPERA Cloud PMS.
• Experience using OTA extranet platforms.
• Familiarity with revenue‑management practices and rate‑parity concepts.