Job Description

Reservation Agent (Opera System)
Job Title: Reservation Agent (Opera System)
Department: Reservations / Front Office
Reports To: Reservation Manager / Revenue Manager
Job Summary:
The Reservation Agent is the first voice a potential guest hears, playing a critical role in driving revenue and creating a positive first impression. This role is dedicated to handling all incoming reservation inquiries via phone, email, and other channels. Mastery of the Opera Reservation System is essential to accurately book rooms, manage rates and availability, and provide detailed information about the hotel's products and services.
Key Responsibilities:

• Reservation Management:
• Process all reservation requests (individual, group, corporate) efficiently and accurately using the Opera system.
• Input and update guest profiles, ensuring data integrity and capturing special requests or preferences.
• Manage and manipulate room inventory, waitlists, and room blocks.
• Have an in-depth understanding of room types, rates, packages, and promotions to maximize revenue opportunities.
• Customer Interaction:
• Answer all reservation calls promptly, adhering to established service standards and scripts.
• Respond to reservation emails and online inquiries in a timely and professional manner.
• Convert inquiries into confirmed bookings by employing effective sales techniques.
• Clearly explain cancellation policies, deposit requirements, and other terms and conditions.
• Opera System Expertise:
• Utilize Opera to create, modify, cancel, and trace reservations.
• Generate and analyze reservation reports to identify trends and ensure accuracy.
• Work closely with the front office and revenue management teams to ensure system integrity and optimal occupancy.
• Administrative Support:
• Prepare and distribute daily, weekly, and monthly reservation reports.
• Process pre-arrival emails and prepare welcome amenities for special guests (VIPs, loyalty members).
• Maintain a clean and organized work environment.

Qualifications & Requirements:

• High school diploma required; further education in Hospitality or Tourism is preferred.
• Proven experience as a Reservation Agent or in a similar role, with extensive hands-on experience using the Opera Reservation System.
• Excellent phone etiquette and verbal communication skills.
• Strong sales skills and the ability to persuade and influence.
• Exceptional attention to detail and organizational skills.
• Ability to handle multiple tasks and work well under pressure in a fast-paced environment.
• Proficiency in Microsoft Office, particularly Outlook and Excel.

Skills Required