Reservation Agent

Reservation Management

• Handle incoming reservation requests via phone, email, and online channels.
• Answer, confirm, and process reservations according to established hotel procedures.
• Accurately record and update reservations, amendments, and cancellations in the Property Management System (PMS).
• Complete and file all reservation forms, correspondence, and reports systematically.
• Prepare daily expected arrival lists and verify reservation details before distribution.

Guest Service & Communication

• Provide accurate and detailed information about room types, rates, promotions, and special requests.
• Attend to enquiries regarding hotel features, facilities, and services.
• Maintain friendly, courteous, and professional communication with guests and travel partners.
• Ensure confidentiality of sensitive guest and hotel information.

Sales & Revenue Optimisation

• Promote room sales through effective upselling and enquiry handling.
• Assist in achieving revenue targets by maximising occupancy and ADR (Average Daily Rate) where appropriate.

Coordination & Administration

• Coordinate with Front Office, Revenue, and relevant hotel departments for room blocks, special requests, and VIP arrangements.
• Assist in advance blocking of rooms on special requests.
• Maintain proper filing and recording of contracts and travel agent correspondence.
• Ensure work area and equipment are neat and maintained.

Quality & Process Compliance

• Adhere to hotel policies, procedures, and luxury service standards at all times.
• Support departmental and corporate reporting needs.
• Report guest reservation issues and feedback to the Assistant Reservations Manager/Manager.

• Diploma or degree in Hospitality Management or related field preferred.
• Minimum 1–2 years of experience in hotel reservations or front office operations, preferably in a luxury brand hotel.

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• Our commitment to Diversity & Inclusion:
• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.