Reservation Agent

Job description

**Reservation Agent Responsibilities:** Embody and represent the Novotel brand values in all guest interactions, maintaining professional standards and service excellence at all times Manage all reservation operations, including booking entries, modifications, and cancellations with accuracy and attention to detail Execute proper data entry and manual filing procedures while maintaining statistical accuracy and integrity of reservation records Maximize hotel occupancy potential through strategic reservation management while protecting the business mix and rate integrity Maintain constant, professional communication with guests regarding inquiries, confirmations, and special requests Collaborate closely with front office, sales, and marketing personnel to provide timely advice and consistent feedback on guest inquiries and market trends Monitor reservation trends and occupancy forecasts to support revenue management objectives Process guest payments and maintain confidentiality of financial and personal information in compliance with company policies Handle guest complaints and special requests professionally, escalating issues to management when necessary Maintain knowledge of hotel facilities, services, amenities, and local attractions to provide comprehensive information to prospective guests Prepare and maintain accurate reservation reports and documentation for management review and analysis **Reservation Agent Qualifications:** **Required Qualifications:** Proficiency with Property Management Systems (PMS), such as Opera Cloud or similar reservation software Excellent verbal communication skills with a professional and courteous telephone manner Strong written communication abilities with accurate spelling and grammar Detail-oriented with demonstrated ability to maintain accuracy in data entry and record-keeping Minimum 1-2 years of customer service experience, preferably in hospitality or hotel operations Ability to multitask and manage multiple reservations simultaneously while maintaining quality standards Strong problem-solving skills with the ability to handle guest inquiries and complaints professionally Proficiency in Microsoft Office Suite (Word, Excel, Outlook) **Preferred Qualifications:** Previous experience as a Reservation Agent or in a hotel front office environment Knowledge of hotel operations, facilities, amenities, and local attractions Multilingual capabilities (additional languages beyond English) Familiarity with revenue management principles and occupancy forecasting Experience with GDS (Global Distribution Systems) or other hospitality booking platforms Certification in hospitality customer service or hotel operations Flexibility to work varied shifts, including evenings, weekends, and holidays as needed WHY WORK FOR ACCOR Employee benefit card offering discounted rates at Accor hotels worldwide. Develop your talent through Accor’s learning programs. Opportunity to grow within your property and across the world! Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities. Novotel Samator Surabaya Timur is conveniently located 20 minutes away by car from Juanda International Airport through the highway and close distance to the industrial area, culinary section well-known universities, shopping center, and other city attractions. Featuring 264 rooms with suites, accompanied by In Balance gym-spa & sauna, a Food Exchange restaurant, The Heritage restaurant, Parigie Coffee and Pastry, and Damsole Pool Bar offers wide National and International culinary selections for the social dining experience. The 700 sqm Grand Ballroom and 15 functional meeting rooms are available to cater to the meeting and social event needs. Large adaptable basement parking area of up to 450 cars