POSITION TITLE: Reservations Agent
REPORTS TO: Reservations Manager
POSITION SUMMARY:
The Reservations Agent is responsible for handling all reservation enquiries in a professional, courteous and efficient manner while maximising hotel occupancy, Average Daily Rate (ADR) and revenue opportunities. The role requires delivering exceptional customer service throughout the booking journey, ensuring all reservations are processed accurately and in accordance with hotel standards, policies and brand requirements.
The Reservations Agent works closely with the Front Office, Revenue, Sales, Housekeeping and Finance teams to ensure seamless guest experiences and efficient room inventory management.
DUTIES AND RESPONSIBILITIES:
- Maintain complete knowledge of and comply with all departmental policies, service procedures, brand standards and hotel operating procedures.
- Answer all reservation calls within three rings using the approved reservation greeting and reservation sales script.
- Respond promptly to enquiries received via telephone, email, online booking channels and Central Reservation Systems.
- Maintain awareness of daily business levels, occupancy forecasts, revenue targets and hotel promotions, focusing on maximising occupancy and room revenue.
- Maintain complete knowledge of:
- All hotel facilities, services and operating hours.
- Guest room categories, layouts, bed configurations, amenities and locations.
- Daily room availability and inventory.
- Restricted dates, minimum stay requirements and room restrictions.
- Current room rates, packages, promotions and special offers.
- Corporate agreements, negotiated rates, travel agency contracts and Central Reservation Systems.
- Hotel events, functions and local attractions.
- Hotel cancellation, guarantee and deposit policies.
- Process all reservation requests, amendments and cancellations received via telephone, email, online travel agencies (OTAs), Central Reservations, travel agents and internal departments.
- Ensure all reservations are entered accurately into Opera PMS (or equivalent Property Management System) following company procedures.
- Verify all reservation details with guests prior to confirming bookings.
- Maintain accurate guest profiles and guest history records, ensuring compliance with GDPR and hotel data protection policies.
- Handle guest complaints, reservation issues and booking discrepancies professionally, escalating where necessary.
- Identify guest needs through effective questioning and recommend the most suitable accommodation options.
- Describe room types, hotel facilities, amenities and additional services accurately.
- Maximise revenue by upselling room categories, breakfast, parking, packages and other hotel services.
- Promote direct bookings whenever appropriate.
- Accommodate and record all guest requests and preferences accurately within the Property Management System.
- Assist guests with restaurant reservations, transportation arrangements, local information and special requests.
- Check availability and suggest suitable alternative dates or room types when requested dates are unavailable.
- Explain reservation guarantees, payment requirements, cancellation policies and confirmation procedures.
- Arrange airport transfers or transportation requests where applicable and communicate details to relevant departments.
- Set up correct billing instructions, payment methods, virtual credit cards, company accounts and direct billing arrangements.
- Process advance deposits and refunds in accordance with hotel policy.
- Ensure all reservation comments, traces, alerts and guest preferences are accurately recorded for operational departments.
- Process manual reservations and ensure they are entered into the Property Management System promptly.
- Obtain approval from the Revenue Manager or Duty Manager for same-day reservations during high occupancy or sell-out periods where required.
- Process reservation confirmations and correspondence promptly.
- Apply the correct travel agency commissions and market segmentation.
- Refer all group accommodation, conference and event enquiries to the Sales Department.
- Monitor and maintain reservation waitlists and follow up daily.
- Process requests for brochures, hotel information and promotional material.
- Monitor OTA reservations and identify any duplicate, incorrect or potentially fraudulent bookings.
- Assist with maintaining rate integrity and report any pricing or inventory discrepancies.
- Compile and maintain daily, weekly and monthly reservation reports.
- Complete an effective shift handover, ensuring all outstanding reservations and follow-up actions are communicated.
- Support the smooth and efficient operation of the Reservations Department at all times.
- Work collaboratively with Front Office, Sales, Revenue Management, Housekeeping and Finance departments.
- Maintain confidentiality of all guest information and payment details in accordance with GDPR and company policies.
- Comply with all health and safety, fire, security and emergency procedures.
- Undertake any other reasonable duties requested by the Reservations Manager or Hotel Management.
SKILLS / QUALIFICATIONS:
- Previous experience in a hotel reservations, front office or guest services role.
- Experience using Opera PMS, Opera Cloud or an equivalent Property Management System.
- Excellent telephone etiquette and customer service skills.
- Strong sales and upselling ability with a commercial mindset.
- Excellent written and verbal communication skills in English.
- Strong organisational skills with excellent attention to detail.
- Ability to multitask and prioritise effectively in a fast-paced environment.
- Good working knowledge of Microsoft Office applications.
- Knowledge of online travel agencies (OTAs), Central Reservation Systems and hotel distribution channels is desirable.
- Understanding of hotel revenue management principles is advantageous.
- Ability to work independently and as part of a team.
- Professional appearance and positive attitude.
- Flexible approach to working shifts, weekends and public holidays.
- Demonstrates integrity, professionalism and commitment to delivering exceptional guest service at all times.
Pay: £25,420.00-£29,000.00 per year
Benefits:
- Employee discount
- Free flu jabs
- On-site gym
Work Location: In person
