Reservations Agent

Role Overview

This role is the first point of contact for guests and potential guests, managing every inquiry from initial outreach through to a confirmed booking. You will work in a fast-paced hotel environment, handling a high volume of phone calls, emails, and online requests while ensuring that each interaction reflects the property's service standards. Your ability to match guests with the right room and rate while maximising revenue directly impacts the hotel's commercial performance and reputation.

Key Responsibilities

• Manage the full booking lifecycle across reservations, including new bookings, amendments, and cancellations, ensuring accuracy in the property management system at all times.
• Respond to incoming calls, emails, and live chat inquiries with speed and professionalism, delivering clear and accurate details on availability, rates, facilities, and house policies.
• Identify opportunities to recommend room upgrades, added services, and seasonal packages, using persuasive but guest-focused selling techniques to grow average daily rate.
• Work closely with the revenue team to align sales efforts with current pricing strategies, helping to optimise occupancy and yield during peak and off-peak periods.
• Log and resolve guest concerns or complaints promptly, escalating complex issues when needed and following up to confirm satisfaction.
• Maintain up-to-date guest profiles, capturing preferences and contact history to personalise future interactions and streamline the check-in experience.
• Support group booking requests by coordinating room blocks, rates, and terms with the relevant departments, ensuring seamless communication from quotation to confirmation.
• Perform additional administrative and front-office duties as required to support daily operations and team coverage.

Requirements & Qualifications

• Hands-on experience with OPERA PMS or a comparable property management system is essential.
• At least one to two years of previous reservations or front office experience within a hotel or similar hospitality setting.
• Familiarity with handling group reservations, including rooming lists and group billing, is a distinct advantage.
• Strong verbal and written communication skills, with the confidence to engage guests at all levels and build lasting relationships.
• Excellent organisational skills and the ability to multitask across phone lines, email inboxes, and system updates without losing attention to detail.
• A proactive, entrepreneurial mindset with the drive to meet sales targets and the energy to thrive in a busy environment.
• Genuine passion for hospitality and a service-first attitude that prioritises guest satisfaction.