Reservations & Customer Care Agent – Hotel

About the role

The Reservations & Customer Care Agent is the primary point of contact for prospective and confirmed guests, turning enquiries into bookings while upholding the hotel’s brand standards.

Key responsibilities

• Handle all incoming room reservation enquiries via phone and email promptly and professionally.
• Convert enquiries into confirmed bookings with accurate record‑keeping.
• Provide clear, detailed information to support guest booking decisions.
• Maintain high‑quality telephone and email communication at all times.
• Identify and follow up on sales leads generated through reservation enquiries.
• Enter reservations accurately into the hotel’s reservation system and maintain proper documentation.
• Ensure every interaction reflects the hotel’s brand standards and service expectations.

Required profile

• Strong customer service orientation with proven sales conversion ability.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy in reservation processing.
• Ability to work efficiently in a fast‑paced, target‑driven environment.
• Initiative in spotting revenue‑generation opportunities.
• Professional composure when handling high enquiry volumes.

Required skills