Reservation Agent

• Reservations & Sales

  • Process all reservation requests via phone, email, online platforms, and in person.
  • Accurately input, modify, and cancel reservations using OPERA Property Management System (PMS).
  • Manage and track leads, inquiries, and follow-ups through the TrackPulse Lead Management System.
  • Promote room upgrades, packages, and hotel amenities to maximize revenue.
  • Provide detailed information about room types, rates, policies, and availability.
  • Maintain thorough knowledge of seasonal rates, promotions, policies and inventory.
  • Follow up on pending reservations and sales opportunities to convert inquiries into confirmed bookings.
  • Assists in selling trip insurance to guests.

• Guest & Owner Relations

  • Respond promptly and professionally to guest and condominium owner inquiries.
  • Coordinate owner bookings in accordance with rental program agreements ins absence of Reservations Manager
  • Communicate special requests to relevant departments (Housekeeping, Engineering, Front Desk).
  • Handle guest concerns related to reservations with diplomacy and problem-solving skills.
• Administrative Duties
  
  
  • Maintain accurate reservation records and documentation within OPERA PMS.
  • Monitor room availability and inventory controls.
  • Update and manage lead status and reporting in TrackPulse.
  • Assist with group blocks and special event reservations when needed.
  • Prepare daily arrival reports, review booking reports, traces reports and follow up.
  • Follow up on no-shows, cancellations, and billing discrepancies.

Qualifications:

• High school diploma or equivalent required; hospitality degree preferred.
• 1–2 years of experience in hotel reservations, front desk, or hospitality sales preferred.
• Experience in a condominium or mixed-use hotel environment a plus.
• Proficiency with OPERA Property Management System (PMS) or another PMS helpful but will train
• Experience using TrackPulse Lead Management System or similar CRM/lead tracking platform preferred.
• Strong verbal and written communication skills.
• Excellent customer service and sales abilities.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.
• Must allow for a flexible schedule, including evenings, weekends, and holidays.