Reservation Agent

Key responsibilities

• Handle incoming calls, emails and online reservation enquiries across all PrideInn properties.
• Convert enquiries into confirmed bookings using effective sales and upselling techniques.
• Process reservations, amendments and cancellations accurately through the applicable reservation/PMS or CRS systems.
• Handle group bookings and corporate reservations, ensuring all special requirements are properly communicated.
• Maintain comprehensive knowledge of PrideInn properties, room types, amenities, dining options, local attractions and available packages.
• Provide personalized recommendations based on guest requirements.
• Monitor room availability and rates across properties and provide accurate pricing information.
• Keep updated on promotions, seasonal offers and marketing campaigns.
• Coordinate with the Revenue Management team to ensure accurate rates and optimized occupancy.
• Accurately capture and maintain guest profiles and reservation records.
• Process deposits and payments in line with company financial policies.
• Prepare daily and weekly reservation reports, including History & Forecast and Detailed Availability Reports.
• Promote hotel services, amenities and packages through upselling and cross-selling.
• Confirm reservations with guests via email or telephone and provide all relevant booking information and policies.
• Handle guest complaints and booking discrepancies professionally, escalating where necessary.

Candidate requirements

• Diploma or Certificate in Hotel Management, Hospitality, Tourism, Travel & Tourism, or a related field.
• Minimum 2–3 years’ experience in hotel reservations, front office, or a similar hospitality role.
• Good knowledge of Opera System-Cloud is an added advantage.
• Strong knowledge of room types, rates, packages, promotions, and hotel services.
• Excellent communication and customer service skills, both written and verbal.

Required skills