Reservation Agent

The Reservation Agent in hotel sales and marketing is responsible for facilitating guest bookings, managing reservations, and optimizing room occupancy to maximize revenue. They serve as the primary point of contact for guests, providing exceptional customer service and assisting with inquiries, reservations, and modifications. Additionally, Reservation Agents play a crucial role in promoting hotel offerings, packages, and promotions to drive sales and enhance guest experiences.

Job Responsibilities

1. Handle guest inquiries and reservations via phone, email, or online booking platforms, providing accurate information on room availability, rates, and amenities.
2. Assist guests in selecting suitable accommodations based on their preferences, budget, and special requirements, ensuring a seamless booking experience.
3. Process reservations accurately and efficiently, inputting guest information, payment details, and special requests into the hotel's reservation system.
4. Monitor room availability and manage inventory, adjusting room allocations and rates to maximize occupancy and revenue.
5. Coordinate with other hotel departments, such as housekeeping and front office, to ensure smooth check-in and check-out processes for guests.
6. Respond to guest inquiries, concerns, and complaints promptly and professionally, resolving issues to the satisfaction of the guest and the hotel.
7. Promote hotel amenities, packages, and promotions to guests during the reservation process, upselling additional services to enhance their stay.
8. Maintain knowledge of hotel policies, procedures, and services to provide accurate information and recommendations to guests.
9. Prepare daily, weekly, and monthly reports on reservation activities, occupancy rates, and revenue performance for management review.
10. Continuously update and maintain reservation records, ensuring data accuracy and compliance with privacy regulations and industry standards.

Job Knowledge & Skills

1. Proficiency in hotel reservation systems and booking platforms to efficiently process guest reservations and manage room inventory.
2. Excellent communication and customer service skills to interact with guests professionally, address inquiries, and resolve issues effectively.
3. Strong attention to detail to accurately input guest information, payment details, and special requests into the reservation system.
4. Knowledge of hotel policies, procedures, and room types to provide accurate information and recommendations to guests during the booking process.
5. Sales acumen to upsell additional services, packages, and promotions to guests, maximizing revenue and enhancing guest experiences.
6. ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 5 years working experience, 3 years relevant working experience, 2 years in GCC is a plus.

Education

High School Diploma

Certificate in Hotel Management or any related field