Reservation Agent

Are you passionate about hospitality and creating exceptional guest experiences from the very first interaction?

Join our prestigious 5-star hotel as a Reservation Agent, where you will play a key role in delivering outstanding service by assisting guests with their booking journey, maximizing revenue opportunities, and ensuring seamless communication across departments.

Main Responsibilities

• Handle all reservation inquiries via telephone, email, online channels, and other communication platforms.
• Process, amend, and cancel reservations accurately and efficiently in the hotel's reservation system.
• Process payments and related transactions through the designated platform.
• Provide guests with detailed information regarding room types, rates, packages, hotel facilities, and services.
• Upsell room categories and promote hotel services to maximize revenue opportunities.
• Ensure all reservation details are entered accurately and maintained according to hotel standards.
• Monitor room availability, maintain inventory controls, and assist in managing inventory to optimize occupancy levels.
• Implement and adhere to reservation policies, procedures, and company standards.
• Liaise closely with Front Office, Sales, Revenue Management, Housekeeping, and other departments to ensure seamless guest service.
• Respond promptly and professionally to guest requests and special requirements.
• Maintain knowledge of current promotions, policies, and procedures.
• Assist with group bookings and corporate reservations as required.
• Prepare reports and reservation documentation when necessary.
• Adhere to data protection, confidentiality, and company policies at all times.

Requirements

• Previous experience in a reservations, front office, customer service, or hospitality-related role is preferred.
• Experience in a luxury hotel environment will be considered an asset.
• Knowledge of Opera PMS and other hotel reservation systems is advantageous.
• Understanding of room inventory management and availability control.
• Excellent verbal and written communication skills in English.
• Additional language skills will be considered an asset.
• Strong customer service orientation and professional telephone manner.
• Excellent organizational and administrative skills.
• High attention to detail and accuracy.
• Ability to work effectively under pressure and manage multiple tasks.
• Strong computer literacy, including Microsoft Office applications.
• Ability to work independently and as part of a team.
• Team-oriented with a positive and proactive attitude.
• Must be eligible to work in Malta and based in Malta