Reservation Agent

Reservation Agent

The Reservations Agent is responsible for handling individual and group booking enquiries while providing accurate information about room rates, availability, packages, facilities, and hotel services. The role focuses on delivering exceptional guest service while maximizing occupancy and revenue through effective sales and upselling techniques.

Key Responsibilities

• Process reservation requests, amendments, cancellations, deposits, rooming lists, and group blocks accurately
• Identify guest requirements and recommend suitable room types, packages, and alternative dates
• Apply upselling techniques to maximize room revenue and occupancy
• Explain rates, promotions, guarantee terms, and cancellation policies clearly
• Record special requests, billing instructions, and guest preferences accurately
• Monitor room inventory, availability, rates, and occupancy throughout the day
• Maintain organized and up-to-date reservation records and correspondence
• Coordinate effectively with Front Office, Sales, Finance, and other departments
• Handle guest information with professionalism, integrity, and confidentiality
• Support hotel events, task-force assignments, new openings, and other operational requirements

Qualifications

• Minimum of 1–2 years’ experience in a similar role, preferably within the hospitality industry

• Fluency in Russian is required

• Strong communication, customer service, and sales skills

• Flexible to work rotating shifts, weekends, and public holidays as required by operational needs

• Strong attention to detail when processing reservations, deposits, special requests, and billing instructions

• Able to manage multiple enquiries and perform effectively in a fast-paced hospitality environment

• Demonstrates professionalism, confidentiality, teamwork, and a guest-focused approach

• Committed to achieving revenue targets through effective sales and upselling techniques

• Willing to participate in training and continuously develop knowledge of hotel services, rates, and reservation systems