Reservations Agent
Department: Reservations
Reporting To: Revenue Manager
Job Purpose
To manage all accommodation enquiries and bookings efficiently, maximising room revenue while delivering a high standard of guest service. The Reservations Agent plays a key role in converting enquiries, maintaining accurate data, and supporting overall revenue strategy.
Key Responsibilities
Reservations & Sales
- Handle all reservations enquiries via phone, email, and online channels in a timely and professional manner
- Convert enquiries into confirmed bookings, maximising occupancy and ADR
- Upsell room categories, packages, and add-ons in line with revenue strategy
- Input and manage reservations accurately within the PMS (e.g. Guestline/Reslynx)
- Maintain up-to-date knowledge of rates, availability, promotions, and hotel facilities
Revenue & Distribution Support
- Follow rate strategy and guidelines set by the Revenue Manager
- Ensure correct rate application and avoid undercutting or rate discrepancies
- Monitor booking channels and highlight any parity issues or anomalies
- Assist in managing room allocations, overbookings, and inventory controls
Guest Experience
- Provide a warm, professional, and knowledgeable service to all guests
- Handle special requests and ensure they are communicated to relevant departments
- Assist with pre-arrival planning and guest queries
- Manage complaints or issues in a prompt and professional manner, escalating where necessary
Administration & Coordination
- Maintain accurate guest profiles and reservation records
- Process payments, deposits, and confirmations in line with hotel policies
- Liaise with Front Office, Sales, Events, and Housekeeping to ensure smooth operations
- Support group bookings and coordinate with the Sales & Events team
- Ensure compliance with GDPR and data protection policies
Key Skills & Competencies
- Strong communication and interpersonal skills
- Sales-focused with the ability to upsell and convert enquiries
- High attention to detail and accuracy
- Strong organisational and time management skills
- Ability to work under pressure in a fast-paced environment
- Good systems knowledge (PMS, booking engines, OTA extranets)
Experience & Requirements
- Previous experience in a hotel reservations or front office role preferred
- Knowledge of PMS systems (e.g. Guestline/Reslynx) desirable
- Understanding of revenue management principles is an advantage
- Flexible with working hours, including weekends and evenings
Key Performance Indicators (KPIs)
- Conversion rate of enquiries to bookings
- ADR and upselling performance
- Accuracy of reservations and data entry
- Response times to enquiries
- Guest satisfaction and feedback
Job Type: Full-time
Work Location: In person
