Reservation Agent at PrideInn

About the Role

• We are looking for a customer-focused and sales-driven Reservations Agent to join our Central Reservations team. The successful candidate will be responsible for handling reservation enquiries, processing bookings accurately, assisting guests with their accommodation arrangements, and maximizing revenue through effective upselling and cross-selling.

Key Responsibilities

• Handle incoming calls, emails and online reservation enquiries across all PrideInn properties.
• Convert enquiries into confirmed bookings using effective sales and upselling techniques.
• Process reservations, amendments and cancellations accurately through the applicable reservation/PMS or CRS systems.
• Handle group bookings and corporate reservations, ensuring all special requirements are properly communicated.
• Maintain comprehensive knowledge of PrideInn properties, room types, amenities, dining options, local attractions and available packages.
• Provide personalized recommendations based on guest requirements.
• Monitor room availability and rates across properties and provide accurate pricing information.
• Keep updated on promotions, seasonal offers and marketing campaigns.
• Coordinate with the Revenue Management team to ensure accurate rates and optimized occupancy.
• Accurately capture and maintain guest profiles and reservation records.
• Process deposits and payments in line with company financial policies.
• Prepare daily and weekly reservation reports, including History & Forecast and Detailed Availability Reports.
• Promote hotel services, amenities and packages through upselling and cross-selling.
• Confirm reservations with guests via email or telephone and provide all relevant booking information and policies.
• Handle guest complaints and booking discrepancies professionally, escalating where necessary.

Key Competencies & Attributes

• Excellent verbal and written communication skills.
• Professional telephone etiquette.
• Strong sales ability and a natural ability to convert enquiries into bookings.
• High attention to detail and accuracy.
• Ability to multitask and manage multiple enquiries simultaneously.
• Strong customer-service orientation.
• Good knowledge of reservation/PMS or CRS systems.
• Ability to work effectively in a fast-paced hospitality environment.

Qualifications

• Diploma or Certificate in Hotel Management, Hospitality, Tourism, Travel & Tourism, or a related field.
• Minimum 2–3 years’ experience in hotel reservations, front office, or a similar hospitality role.
• Good knowledge of Opera System-Cloud is an added advantage
• Strong knowledge of room types, rates, packages, promotions, and hotel services.
• Excellent communication and customer service skills, both written and verbal.