Reservations Agent

RESERVATIONS AGENT
Welcome to the Kimpton family. Now that you are part of our family, let’s explain the role you will play.

Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care to our guests, colleagues, owners and communities.

WHAT WILL I ACTUALLY BE DOING?

You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.

Regarding the role, it’s as the job title says really, you’ll be making sure all our reservations are sold and captured accurately.

Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able to communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.

Your day-to-day: Other duties may be assigned as needed.

Responsibilities include but are not limited to the following:

Handles inquires and bookings in accordance with the department’s routine.

Reviews and deals with the daily reservation.

Records and processes in-coming reservations with confirmation sent out.

Records and processes group reservations.

Ensure all facts of a reservation have been action. Example: Transportation, Amenity and special requirements etc.

Provides information to clients on hotel services, activities.

Processes cancellation / amendments to reservations (extension, early departure, number of rooms).

Records special billing arrangements for all transient reservations and groups, conventions.

Review no-show and cancelled reservations and processes charges according to hotel’s policy.

Be aware of rate changes/ special offers/ promotions/close out dates.

Monitors reservation levels and inform Managers on current and future occupancy rate.

Sells the hotel and other products and services using up-selling and suggestive selling techniques.

Maintains high level of telephone skills to meet hotel standard.

Ensures all guest requests are responded in timely manner.

Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests.

Ensures correct and relevant information to the operating departments so that customer’s expectations are satisfied.

Handles and follows up waiting lists and pre-payment reservation.

Sundry duties initiated by the department manager.

Ensures a high level of cleaning is maintained in your work area.

Demonstrates professional attitude and behavior at all times.

Interacts with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication.

Deals effectively with guests and workplace colleagues from a variety of cultures.

Prepares and maintains files, reports, letters, memorandums and other relevant business documentation.

WHAT WE’RE LOOKING FOR

A highly motivated Reservations Agent with integrity, creativity, and a genuine passion for hospitality, bringing individuality, personality, and a commitment to continuous improvement.

WHAT WE NEED FROM YOU

Hospitality Expertise: Proven experience in reservations or guest services within luxury hotel environments; hospitality or tourism education preferred.

Advanced Reservation Systems: Proficient in Opera, Fidelio, or equivalent PMS, with strong Microsoft Office skills.

Exceptional Communication: Fluent in English with excellent verbal and written skills; additional languages are a distinct advantage.

Luxury Guest Focus: Committed to delivering personalized, memorable experiences for discerning clientele.

Meticulous Attention to Detail: Accurate management of bookings, guest preferences, and special requests.

Professional Integrity: Maintains discretion, confidentiality, and the highest ethical standards at all times.

Problem-Solving & Initiative: Quickly and diplomatically resolves reservation challenges and guest concerns.

Efficient Multitasking: Skilled in managing high volumes of calls, emails, and reservations without compromising quality.

Collaborative Team Player: Works seamlessly with front desk, concierge, and other departments to enhance the guest journey.

Flexible & Adaptable: Comfortable working shifts, weekends, and holidays in a fast-paced, luxury environment.