Reservation Agent

About the role

The Reservations Agent handles individual and group booking enquiries, providing accurate information on room rates, availability, packages, facilities and hotel services. The role aims to deliver exceptional guest service while maximizing occupancy and revenue through effective sales and upselling techniques.

Key responsibilities

• Process reservation requests, amendments, cancellations, deposits, rooming lists and group blocks accurately.
• Identify guest requirements and recommend suitable room types, packages and alternative dates.
• Apply upselling techniques to maximize room revenue and occupancy.
• Explain rates, promotions, guarantee terms and cancellation policies clearly.
• Record special requests, billing instructions and guest preferences accurately.
• Monitor room inventory, availability, rates and occupancy throughout the day.
• Maintain organized and up‑to‑date reservation records and correspondence.
• Coordinate effectively with Front Office, Sales, Finance and other departments.
• Handle guest information with professionalism, integrity and confidentiality.
• Support hotel events, task‑force assignments, new openings and other operational requirements.

Required profile

• Minimum 1–2 years’ experience in a similar hospitality role.
• Fluency in Russian.
• Strong communication, customer service and sales skills.
• Flexibility to work rotating shifts, weekends and public holidays.
• Strong attention to detail when processing reservations, deposits and special requests.
• Ability to manage multiple enquiries in a fast‑paced environment.
• Professionalism, confidentiality, teamwork and a guest‑focused approach.
• Commitment to achieving revenue targets through effective sales and upselling.
• Willingness to participate in training and continuously develop knowledge of hotel services, rates and reservation systems.