Reservation Agent – Hospitality

About the role

We are seeking a customer‑focused, sales‑driven Reservation Agent to join our Central Reservations team. The role involves handling reservation enquiries, processing bookings accurately, and maximizing revenue through effective upselling and cross‑selling across all PrideInn properties.

Key responsibilities

• Handle incoming calls, emails and online reservation enquiries for all PrideInn hotels.
• Convert enquiries into confirmed bookings using sales and upselling techniques.
• Process reservations, amendments and cancellations accurately via the reservation/PMS or CRS systems.
• Manage group and corporate bookings, ensuring special requirements are communicated.
• Maintain up‑to‑date knowledge of room types, rates, amenities, packages and local attractions.
• Provide personalized recommendations and accurate pricing information to guests.
• Coordinate with Revenue Management to ensure optimal rates and occupancy.
• Capture and maintain guest profiles, process deposits and payments per company policy.
• Prepare daily and weekly reservation reports, including history, forecast and availability.
• Handle guest complaints and booking discrepancies professionally, escalating when necessary.

Required profile

• Diploma or Certificate in Hotel Management, Hospitality, Tourism or a related field.
• Minimum 2–3 years experience in hotel reservations, front office or a similar hospitality role.
• Strong verbal and written communication skills with professional telephone etiquette.
• High attention to detail, ability to multitask and work in a fast‑paced environment.

Required skills

• Good knowledge of reservation/PMS or CRS systems.
• Familiarity with Opera System‑Cloud (advantage).