Reservation Agent

The Reservation Agent is responsible for handling all reservation inquiries, processing bookings, and assisting guests with pre-arrival arrangements. The agent ensures that all guest bookings are accurately processed and that guests receive exceptional service from the moment they inquire until they check in. The Reservation Agent will work closely with the operations and guest services teams to ensure smooth coordination of bookings and optimal occupancy rate.

Key Responsibilities:

1. Manage and process reservations via phone, email, and online booking platforms. Ensure accurate input of guest details, payment processing, and confirmation of bookings.
2. Respond to guest inquiries promptly, providing accurate information about property availability, rates, amenities, and booking policies.
3. Utilize the property management system (PMS) to manage and update bookings, block dates for maintenance, and ensure the system reflects the most up-to-date availability.
4. Offer additional services or upgrades to guests, such as early check-ins, late check-outs, airport transfers, or special amenities to maximize revenue and enhance guest experience.
5. Communicate with guests before arrival to confirm booking details, address any specific requests, and provide necessary information about check-in procedures, property rules, and nearby attractions.
6. Maintain records of guest preferences (e.g., room types, special requirements) to personalize the guest experience and ensure customer satisfaction.
7. Address any guest concerns or special requests before and after reservations are made, ensuring prompt and satisfactory resolutions.
8. Work closely with the operations team to coordinate guest check-ins, property readiness, and maintenance requirements to ensure a seamless guest experience.
9. Liaise with housekeeping to ensure properties are prepared for guest arrivals based on the reservation schedule.
10. Assist in monitoring occupancy rates, reviewing booking trends, and suggesting strategies to maximize bookings during peak and low seasons.
11. Ensure timely and secure payment processing for bookings, including deposit and final payments. Issue invoices and receipts as needed.
12. Manage cancellations, modifications, and refund requests according to the company's cancellation policies, ensuring that all transactions are accurately recorded in the system.
13. Generate daily, weekly, and monthly reports on reservations, occupancy rates, cancellations, and revenue for management review.
14. Track and meet key performance indicators (KPIs), including response times, booking accuracy, occupancy rates, and customer satisfaction scores.
15. Maintain the reservation system with accurate and up-to-date information on property availability, rates, and booking policies.
16. Ensure guest information is accurately captured and updated in the customer database, complying with privacy and data protection policies.

Qualifications:

• Bachelor's degree in hospitality management, Tourism, Business Administration, or a related field (preferred).
• Minimum of 2 years of experience in a similar role within the holiday homes sector.
• Proficiency in reservation systems and property management software (PMS).
• Strong communication skills (verbal and written) in English; additional languages are a plus.
• Customer service-oriented with a passion for ensuring guest satisfaction.
• Excellent time management and organizational skills.
• Detail-oriented with the ability to manage multiple bookings and requests simultaneously.
• Basic understanding of financial transactions, including payment processing and invoicing.