Central Reservation Agent

ARYADUTA Hotel Group; Indonesia; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

ARYADUTA Hotel Group is seeking a Reservations & Guest Inquiries professional to join our front-office team in Indonesia. You will handle bookings across phone, email, and online channels, confirm details, and provide guests with booking confirmations and accurate information.

The role requires data entry into the CRS, maintenance of inventory, coordination with front desk and housekeeping, and a strong focus on service quality.

Qualifications

• Degree in hospitality management or related field preferred.
• Experience in a hotel reservation role.
• Minimum 1 year in customer service in hospitality.
• Proficient with Central Reservation System (CRS).

Responsibilities

• Process and manage room bookings across channels and confirm reservations.
• Input bookings accurately into CRS and maintain system data.
• Provide friendly, accurate responses to guest inquiries and handle complaints.
• Coordinate with front desk, housekeeping and other departments to fulfill requests.

Skills

English fluency

Bahasa Indonesia fluency

Excellent verbal & written comms

Education

Bachelor's degree in Hospitality Management or related field

Tools

Central Reservation System (CRS)

Job description

Handling Reservations & Guest Inquiries:

• Process and manage room bookings through various channels, including phone, email, and online booking systems. Confirm the reservation and provide details and booking confirmation to guests.
• Handles guest inquiries, offers assistance with booking-related questions, and handles change or cancellation requests in a respectful and efficient manner.
• Assist guests in making, modifying, or canceling reservations in line with hotel policies.

Booking & Data Management:

• Input guest bookings accurately into the reservations system, confirming all details including dates, rates, and guest information.
• Maintain up-to-date information in the reservations system, adjusting room inventory and availability as necessary.
• Process group bookings and assist with any special requirements for events, corporate stays, or VIP guests.

Quality Control & Guest Service:

• Deliver a high standard of customer service by providing friendly, accurate, and professional responses to guest inquiries.
• Resolve guest complaints or escal…?
• Maintain thorough knowledge of hotel properties, room types, rates, policies, and local area attractions to effectively assist guests.

Communication & Coordination:

• Coordinate with the front desk, housekeeping, and other departments to ensure all guest requests and reservations are fulfilled accurately.
• Communicate changes or cancellations to the appropriate teams, ensuring a smooth guest experience.
• Provide clear and concise handover information to other agents or shifts to ensure continuity of service.

DNA:

• A degree in hospitality management or related field preferred.
• Experience in a hotel reservation role
• Minimum 1 year of experience working in a customer service role, preferably in the hospitality industry.
• Proficient with Central Reservation System (CRS)
• Fluent in English and Bahasa
• Excellent verbal and written communication skills