We are seeking experienced and diligent Reservation Agent Specialist to join our team. The successful incumbent will play a crucial role in managing bookings, special events, and FIT reservations but not limited to, in a fast-paced high energy environment. This dual-role position requires strong organizational, communication, and customer service skills to ensure that all guest experiences – whether group or individual – are seamless and personalized.
Key Requirements:
- Hospitality qualification with a minimum of 3 years’ experience in the capacity of a Groups and Events Reservations/ FIT agent within a 4/5-star hotel environment
- Experience in hotel reservations, front office or event coordination.
- Friendly, approachable and professional with a positive, friendly attitude and strong desire to provide excellent service.
- Strong communication and interpersonal skills,
- Strong planning, organizing and administration skills
- Detail-oriented with excellent multitasking abilities.
- Well versed and fluency in the English language (additional languages a plus).
- Excellent email and telephone etiquette both verbal and written
- Ability to operate in a fast paced, pressurised work environment
- Critical thinking skills
- Ability to multitask with excellent planning and organizational skills. and attention to detail.
- Ability to work efficiently in a fast-paced environment.
- Ability to manage conflict and challenging situations with respect and confidence
- Ability to work flexible hours, including weekends and public holidays as per operational requirements
- Strong attention to detail and efficiency pertaining to area of responsibility.
- Flexibility to work on weekends, public holidays, evenings and as per operational requirements.
- Proficiency in Microsoft Office and Opera essential.
Key Responsibilities:
- Handle all group inquiries and bookings, including corporate, weddings, tours, and conferences.
- Liaise with clients to understand their event needs and provide tailored proposals.
- Coordinate with internal departments to ensure smooth event execution.
- Prepare function sheets and itineraries for events.
- Follow up post-event for feedback and relationship building.
- Manage reservations and special requests for individual travellers, especially high-end or custom FIT bookings.
- Collaborate with travel agents, tour operators, etc.
- Ensure personalized service is delivered to FIT guests, including upgrades, amenities, or itineraries.
- Maintain up-to-date records of preferences, repeat guests, and VIPs.
- Resolve customer inquiries, concerns, and changes to bookings in a timely and professional manner.
- Assist with cancellations, no-shows, and re bookings as necessary.
- Allocation of payments and banking daily
- Perform other duties and tasks as operationally required