Hotel Reservation Agent

About the role

The Reservation Agent ensures a smooth and efficient reservation process for LEGOLAND Hotel, handling enquiries by phone and email while delivering service excellence. This role supports revenue optimisation and upholds the brand’s fun, friendly culture.

Key responsibilities

• Process reservations accurately following established procedures to manage inventory, minimise no‑shows and denials.
• Operate the hotel reservation system and call centre on a daily basis.
• Maintain consistent telephone standards across park and hotel services.
• Promptly attend to enquiries, maximise conversion and promote up‑selling opportunities.
• Support pricing strategies and revenue‑yield optimisation.
• Collaborate with other departments to maximise sales opportunities and reduce booking discrepancies.
• Assist with risk assessments, health & safety compliance and data protection requirements.

Required profile

• Experience in hotel and group reservations.
• Proactive, customer‑focused attitude with strong communication skills.
• Ability to manage over‑sell situations and resolve overbooked scenarios.
• Commitment to adhering to health, safety and data protection policies.

Required skills

• Opera PMS (preferred)
• PCI compliance knowledge
• Data protection awareness
• General IT systems proficiency
• PM accounts handling
• City Ledger management