Reservations Agent

Best Western Premier Malta is currently looking to recruit a Reservations Agent.

As a Reservations Agent, you will be the first point of contact for guests seeking to make reservations. Your primary responsibility will be to assist guests in booking accommodations, providing information about room availability, rates, and hotel amenities. You will ensure exceptional customer service while maximising room occupancy and revenue opportunities.

Main Duties and Responsibilities:

• Respond promptly and professionally to guest inquiries via phone, email, and online channels.
• Assist guests in making reservations, providing accurate information about room types, rates, packages, and hotel facilities.
• Process reservation requests efficiently, ensuring accuracy and attention to detail.
• Utilise the hotel’s reservation system to check availability, confirm bookings, and update guest information.
• Provide personalised assistance to guests, addressing any questions or concerns they may have.
• Offer recommendations and upsell hotel services and amenities to enhance the guest experience.
• Handle guest complaints or special requests with empathy and efficiency, escalating issues to management when necessary.
• Promote special offers, packages, and upsell opportunities to maximise revenue per booking.
• Collaborate with the sales and marketing team to support promotional activities and drive bookings.
• Maintain accurate records of reservations, cancellations, and guest preferences in the reservation system.
• Process payments, issue confirmation letters, and prepare reports as required.
• Coordinate with other departments, such as front office and housekeeping, to ensure smooth guest arrivals and departures.
• Ensure compliance with hotel policies and procedures related to reservations and guest interactions.
• Conduct regular audits of reservation data to identify and rectify any discrepancies.
• Strive to achieve high levels of guest satisfaction through prompt and efficient service.

Required Knowledge, Skills and Experience:

• Related studies or qualifications in a related field.
• Proven experience in a reservations role within the hospitality industry.
• Excellent communication skills, both verbal and written.
• Strong attention to detail and organisational skills.
• Proficiency in computer systems and reservation software.
• Ability to multitask and work effectively in a fast-paced environment.
• Ability to work independently and as part of a team.