Job Description: Reservations Agent

Key Responsibilities

Manage guest inquiries received through telephone calls, emails, websites, and other reservation channels.
Process new bookings, amendments, and cancellations accurately using the hotel's Property Management System (PMS).
Recommend suitable room categories, packages, promotions, and upgrades to increase occupancy and revenue.
Identify opportunities to upsell rooms and cross-sell additional hotel services in accordance with revenue objectives.
Provide guests with clear and accurate details regarding room availability, prices, facilities, terms, and hotel policies.
Handle guest questions, concerns, and complaints promptly, courteously, and professionally.
Deliver a seamless guest experience from the initial inquiry through to reservation confirmation.
Keep guest profiles, booking information, and other reservation records complete and up to date.
Perform any other duties or responsibilities assigned by management.

The ideal candidate should have:

Practical experience using OPERA PMS or a comparable hotel reservation/property management system.
Previous experience working in reservations or a closely related hospitality position.
Experience handling group bookings will be an added advantage.
A strong service-oriented approach with excellent attention to detail.
Clear, confident communication skills together with strong relationship-building and networking abilities.
Effective time-management skills and the ability to manage multiple tasks simultaneously.
A proactive and commercially minded approach, supported by enthusiasm, ambition, and energy.
A genuine interest in and passion for the hospitality industry.
Previous experience within the hotel sector.

Maintain comprehensive knowledge of the restaurant's seating arrangement, table and section numbering, seating capacity, operating hours, pricing, dress requirements, and table-setting standards.
Understand and follow established restaurant reservation processes.
Keep informed about daily occupancy levels, expected arrivals and departures, VIP guests, and scheduled group functions.
Maintain knowledge of departmental policies and approved service procedures.
Answer incoming calls promptly, preferably within three rings, while observing appropriate telephone etiquette and greetings.
Record, update, and confirm restaurant bookings and cancellations in accordance with established procedures.
Communicate changes to reservations, cancellations, or special arrangements to the relevant managers during the shift.
Review the reservation book, allocate tables appropriately, and follow up on guest preferences and special requests.

Ensure assigned duties are completed according to the required departmental standards.
Keep menus, check folders, and other guest materials clean, presentable, and adequately stocked.
Maintain a neat, clean, and well-organized hostess station.
Welcome guests warmly upon arrival at the restaurant.
Seat guests according to the approved floor plan while ensuring fair distribution of guests among service staff.
Escort guests to their assigned tables and assist them with seating.
Confirm that guests are comfortable with their allocated tables and address any seating concerns promptly.
Present menus to guests and ensure tables are properly prepared for service.
Plan ahead for peak periods and implement appropriate procedures for managing queues and waiting guests.

Remain attentive to guest needs and respond promptly, regardless of how busy the restaurant may be.
Maintain professional and positive relationships with guests throughout their visit.
Stay informed about hotel facilities, services, events, and activities so that guest questions can be answered accurately.
Handle complaints professionally by following established guest-recovery procedures and working toward satisfactory resolutions.
Observe guest feedback and reactions and communicate regularly with management to help maintain high levels of guest satisfaction.

The successful candidate should demonstrate:

A strong ability to remain attentive to guests while maintaining a calm, courteous, and professional manner.
Excellent interpersonal and communication skills.
Effective problem-solving abilities and a guest-focused approach.
The ability to remain organized and perform efficiently in a busy, fast-paced environment.
A willingness and ability to collaborate effectively with colleagues and contribute positively to a team.

Use the link(s) below to apply on company website.