Reservations Agent

We are seeking a professional and detail-oriented Reservations Agent to handle reservation inquiries, create and manage bookings, maintain accurate room inventory and provide prompt, courteous service to guests and Tour Operators.

The successful candidate will work closely with the Reservations Manager and other operational departments to ensure accurate bookings, smooth communication and an efficient guest journey from reservation through arrival.

Key Responsibilities

• Respond promptly and professionally to reservation inquiries from guests and Tour Operators by telephone and email.
• Provide accurate information regarding room availability, room types, special requirements, upgrades, excursions and other resort services.
• Create, amend and maintain reservations accurately in the Property Management System.
• Confirm all relevant booking information and ensure guest requirements are properly recorded.
• Promote room upgrades, meal upgrades and other CCR resort programs where appropriate.
• Coordinate special guest arrangements with Front Office, Housekeeping, Sales & Marketing, Food & Beverage and other relevant departments.
• Communicate important reservation details and guest requirements to operational departments in a timely manner.
• Answer telephone calls promptly using professional and clear English communication.
• Record and relay messages accurately to the Reservations Manager or relevant team members.
• Liaise with Tour Guides, Guest Services and Airport Representatives regarding guest arrivals, departures and transfer-related queries.
• Assist in resolving reservation-related issues such as no-shows, go-shows, missed transfers and other booking complications.
• Maintain accurate room inventory and support daily, weekly and seasonal PMS updates.
• Assist the Reservations Supervisor with daily reservations operations in the absence of the Reservations Manager.
• Support the training and orientation of new Reservations team members.
• Assist with routing, special offers and other assigned reservation tasks.
• Maintain accurate records, correspondence and booking documentation.
• Perform other duties as assigned by the Reservations Manager.

Qualifications & Experience

• Completion of secondary education / Cambridge examinations or equivalent.
• Minimum 1 year of previous Reservations experience.
• Good knowledge of hotel or resort reservation procedures.
• Experience using a Property Management System.
• Knowledge of Opera PMS or a similar system is an advantage.
• Good computer literacy, including Microsoft Word and Excel.
• Ability to communicate effectively in English, both verbally and in writing.
• Knowledge of French, German or another European language would be an added advantage.
• Good numerical skills and ability to perform basic calculations accurately.
• Strong attention to detail and accuracy when handling reservations and guest information.
• Ability to handle internal and external customers professionally using patience, tact and diplomacy.
• Ability to remain calm and organized during busy operational periods.

Personal Attributes

• Professional, courteous and guest-focused.
• Organized and detail-oriented.
• Strong communication and coordination skills.
• Able to work independently and as part of a team.
• Reliable and able to manage multiple tasks and deadlines.
• Flexible to work according to operational requirements.
• Professional, neat and well-groomed appearance at all times.