Reservation Agent – Guest Services

About the role

We are seeking a friendly, organized Reservation Agent to join our hospitality team. You will manage guest reservations and inquiries across multiple channels, ensuring a smooth and personalized booking experience for every guest.

Key responsibilities

• Handle guest reservations and inquiries via phone, email, WhatsApp, social media, and online booking platforms.
• Accurately record guest details, special requests, preferences, and occasions in the booking system.
• Monitor availability, wait‑lists, cancellations, no‑shows, and unconfirmed bookings to maximise restaurant covers.
• Process pre‑payments and no‑show charges according to company procedures.
• Identify and manage VIP and regular guests, handling special requests.
• Support upselling of experiences, cakes, gift vouchers, and other restaurant services.
• Maintain up‑to‑date knowledge of menus, promotions, events, and operating hours.
• Coordinate special arrangements with restaurant operations and relevant departments.
• Record guest feedback, escalate complaints when needed, and communicate clearly with management and floor teams.
• Complete reservation logs, reports, and shift handovers on time.

Required profile

• 1–2 years of experience in reservations, reception, guest relations, or customer service, preferably in hospitality or luxury service.
• Familiarity with restaurant reservation systems such as SevenRooms.
• Good working knowledge of Microsoft Office.
• Strong customer‑service orientation with excellent verbal and written communication.
• Ability to manage multiple inquiries in a fast‑paced environment.
• Flexibility to work evenings, weekends, and public holidays.
• Proficiency in English; additional languages are a plus.

Required skills

• SevenRooms (or similar restaurant reservation system)
• Microsoft Office suite