We’re hiring a Hotel Reservations Agent with exceptional English skills and hotel reservations experience (AU hotel experience prioritized but not required). Handle bookings, guest messaging, yield management, and reports while delivering excellent customer service.

Requirements:

• 1+ year hotel/central reservations experience; AU hotel experience preferred
• Strong English communication skills – strictly required
• Flexible, organized, and customer-focused
• Background in Customer Service, Sales, or Hospitality is an advantage
• Proficient in MS Office (Word, Excel)
• Experience with PMS/CMS systems; familiarity with Siteminder is a plus
• Able to work 100% onsite

Key Responsibilities:

• Handle reservation calls, enquiries, new and existing bookings
• Ensure guests are aware of policies (credit card, cancellations, parking, check-in/out)
• Manage guest messaging, including OTA/online platforms, with strict turnaround time
• Enter confirmed reservations accurately into PMS, track special requests, and update notes
• Conduct commission audits for Online Travel Agents
• Implement yield management to sell rooms at peak rates and maximize revenue
• Monitor and allocate parked/waitlisted reservations efficiently
• Track sales promotions and ensure marketing data is correctly entered for reporting
• Send daily/weekly reports to supervisors with required statistics
• Maintain professional communication with guests, hotel staff, and head office
• Perform additional tasks as assigned by Supervisor, Operations Manager, or stakeholders

Other Capabilities:

• Flexible and adaptable to changing schedules
• Strong customer service orientation
• Skilled in problem-solving, decision-making, and multitasking

Perks & Benefits:

HMO upon regularization with 1 dependent

Professional growth in a fast-paced BPO/hospitality environment