Reservations Agent

· Handle reservation inquiries, bookings, amendments, and cancellations through phone, email, and online channels in a professional and efficient manner. · Maintain comprehensive knowledge of hotel facilities, room categories, services, packages, promotions, and local attractions to effectively assist guests and maximize revenue opportunities. · Respond to guest and internal customer inquiries, requests, and complaints courteously, ensuring prompt follow-up and satisfactory resolution. · Ensure guest profiles, history records, preferences, and repeat guest information are accurately maintained within the system. · Coordinate special requests and arrangements with relevant departments to enhance the guest experience before arrival. · Maximize room revenue through effective upselling, cross-selling, and accurate management of room inventory while supporting departmental revenue goals. · Monitor room availability and ensure reservations are accurately entered and updated in the Property Management System. · Answer hotel telephone calls courteously and efficiently. · Keep up to date on the local destination, tourism offerings, and hotel services to provide accurate information to guests. · Maintain a high level of service and hospitality standards. · Communicate guest feedback effectively to departments and management. · Ensure security and confidentiality of all guests, client and hotel information. · Ensure compliance with all Aimbridge policies, brand standards and local operating procedures (SOPs and LSOPs). · Perform other duties as assigned by your immediate manager. Requirements · Diploma or Degree in Hospitality, Business Administration, Marketing, or equivalent. · 1-2 years’ experience in reservations, customer service, or similar fields (hospitality experience would be an asset). • Proficiency in Microsoft Office. • Knowledge of hotel Opera PMS and/or reservation systems. • Fluency in Spanish would be an advantage. • Customer-oriented and ability to build strong connections. • Ability to multi-task and work effectively in a fast-paced environment. • Ability to be courteous and professional in any situation. • Strong communication and time management skills. • Attention to detail and high level of integrity.