Reservations Agent – Hotel Front Desk

About the role

The Reservations Agent is responsible for handling all guest reservation requests, changes, and cancellations across multiple channels. The role ensures accurate booking, maximises revenue through upselling, and provides exceptional service to guests.

Key responsibilities

• Process reservation requests, amendments, and cancellations received by phone, fax, or mail, verifying room availability and rates.
• Explain guarantee, special rate, and cancellation policies, and document special requests such as complimentary rooms or employee discounts.
• Utilise the reservation system to input correct codes and rates for various reservation types, including OTA, travel agent, corporate, and direct bookings.
• Follow sales techniques to maximise room revenue and promote hotel services while adhering to company policies and confidentiality standards.

Required profile

• Minimum 1‑2 years of hotel reservations experience, preferably in a 5‑star luxury hotel.
• Strong knowledge of hotel reservation systems and revenue management principles.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Ability to work under pressure, meet deadlines and adapt to changing business needs.

Required skills

• Proficiency with Opera PMS, Opera Cloud, SynXis, CRS or similar reservation platforms.
• Experience handling OTA, travel agent, corporate and direct booking channels.