The Reservations Agent is responsible for actively converting bedroom enquiries into confirmed business, 
whilst providing an exceptional and personalized experience to guests. Reservation Agent responds timely
to communications from guests, travel agents and leads concerning reservations arriving by mail and
telephone; prepares confirmation letters and promptly process any cancellations, modifications, and guests’ 
request.
The Agent’s demeanour should reflect the quality of the hotel to our potential guests and callers. A positive, 
professional attitude, knowledge of the hotel and a strong attention to detail are traits which our agents are 
required to have. 

 • Understands and anticipates guest needs and requirements; intuitive understanding of individual 
• Provides an exceptional call experience to all callers by being informed, efficient and intuitive during the call process. 
• Possess a sales-oriented attitude, maximizing sales, occupancy and room rates as well as upselling all aspects of the hotel. Strive towards direct booking conversion and minimize cost of sales. 
• Knows the selling status, rates, and benefits of all packages plans and determines room rates based on he selling tactics of the hotel.
• Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments. 
• Handles daily correspondence and responds to inquiries in a timely manner.
• Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation; Possess a complete knowledge of all suites, hotel facilities and promotions as well as the local area and closest competitors. 
• Processes cancellations and modifications and promptly relays this information to the Front office when 
needed.
• Update OTA extranets on any modifications, cancellations, and no shows as applicable, to ensure 
accurate commission reconciliation.