Reservation Agent handling reservation enquiries and processing bookings accurately while maximising revenue through upselling, requiring a diploma or certificate in Hotel Management, Hospitality or Tourism and minimum 2-3 years experience in hotel reservations or front office, in a hotel environment, on-site role.
About the Role
We are
looking for a customer-focused and sales-driven Reservations Agent to join our
Central Reservations team. The successful candidate will be responsible for
handling reservation enquiries, processing bookings accurately, assisting
guests with their accommodation arrangements, and maximizing revenue through
effective upselling and cross-selling.
Key
Responsibilities
Handle
incoming calls, emails and online reservation enquiries across all PrideInn
properties.
Convert
enquiries into confirmed bookings using effective sales and upselling
techniques.
Process
reservations, amendments and cancellations accurately through the applicable
reservation/PMS or CRS systems.
Handle
group bookings and corporate reservations, ensuring all special requirements
are properly communicated.
Maintain
comprehensive knowledge of PrideInn properties, room types, amenities, dining
options, local attractions and available packages.
Provide
personalized recommendations based on guest requirements.
Monitor
room availability and rates across properties and provide accurate pricing
information.
Keep
updated on promotions, seasonal offers and marketing campaigns.
Coordinate
with the Revenue Management team to ensure accurate rates and optimized
occupancy.
Accurately
capture and maintain guest profiles and reservation records.
Process
deposits and payments in line with company financial policies.
Prepare
daily and weekly reservation reports, including History & Forecast and
Detailed Availability Reports.
Promote
hotel services, amenities and packages through upselling and cross-selling.
Confirm
reservations with guests via email or telephone and provide all relevant
booking information and policies.
Handle
guest complaints and booking discrepancies professionally, escalating where
necessary.
Key Competencies & Attributes
Excellent
verbal and written communication skills.
Professional
telephone etiquette.
Strong
sales ability and a natural ability to convert enquiries into bookings.
High
attention to detail and accuracy.
Ability
to multitask and manage multiple enquiries simultaneously.
Strong
customer-service orientation.
Good
knowledge of reservation/PMS or CRS systems.
Ability
to work effectively in a fast-paced hospitality environment.
Qualifications
Diploma
or Certificate in Hotel Management, Hospitality, Tourism, Travel & Tourism,
or a related field.
Minimum
2–3 years’ experience in hotel reservations, front office, or a similar
hospitality role.
Good
knowledge of Opera System-Cloud is an added advantage
Strong
knowledge of room types, rates, packages, promotions, and hotel services.
Excellent
communication and customer service skills, both written and verbal.
