Reservation Agent

Sofitel; Batukandik; On-site; IDR 72,000,000 - 120,000,000; Full time

Job summary

Sofitel Bali Nusa Dua Beach Resort is seeking a Reservation Agent to manage inquiries and bookings with impeccable attention to detail. You will input reservations in Opera Cloud, align room rates and packages, and coordinate with Front Office and Revenue teams to maximize occupancy while maintaining the brand’s luxury standard.

Ideal candidates will have 3–5 years in reservations, strong English communication, and proficiency with MS Office.

Qualifications

• 3–5 years of experience in reservations within hospitality or travel.
• Familiarity with Opera Cloud or similar PMS.
• Strong ability to communicate in English and manage multiple tasks in a fast-paced environment.

Responsibilities

• Welcome and manage all reservation inquiries promptly and professionally.
• Input and manage reservations in the system with accuracy and attention to detail.
• Confirm and follow up on bookings, special requests, and guest preferences.
• Update room availability, rates, and packages as directed by Revenue and Commercial teams.
• Communicate with Front Office, Commercial, Revenue, and other departments to ensure a smooth guest experience.
• Process group and FIT reservations according to hotel guidelines.
• Support travel agents, corporate accounts, and tour operators with booking requests.

Skills

Communication skills

Attention to detail

Multitasking

Tools

Opera Cloud PMS

Microsoft Office

Job description

Company Description

Experience the epitome of French-inspired luxury at Sofitel Bali Nusa Dua Beach Resort, a prestigious 5-star beachfront haven boasting tropical gardens and sleek modern architecture which offers exclusive experiences for ALL members, this magnificent resort provides 413 exquisite rooms, including 39 suites and villas, along with an array of resort facilities.

Experience the epitome of French-inspired luxury at Sofitel Bali Nusa Dua Beach Resort, a prestigious 5-star beachfront haven boasting tropical gardens and sleek modern architecture which offers exclusive experiences for ALL members, this magnificent resort provides 413 exquisite rooms, including 39 suites and villas, along with an array of resort facilities. Indulge in a culinary journey at three restaurants and two bars, rejuvenate at Sofitel FITNESS and Sofitel SPA, and delight in the outdoor and indoor kids club. Additionally, the resort features 24 function venues, including a Grand Ballroom and a Beachfront Ballroom. Discover the ultimate Art de Vivre at Club Millésime, where delectable cuisine, exquisite wines, and Balinese charm await.

Job Description

The Reservation Agent plays a vital role in managing the hotel's reservation process, creating a seamless and welcoming booking experience for guests and partners. This position helps maximize occupancy and revenue by thoughtfully handling reservation inquiries, confirmations, modifications, and cancellations. Reporting to the Reservation Team Leader, the Reservation Agent ensures every booking interaction reflects Sofitel's luxury service standards, delivered with accuracy, consistency, and warm, attentive communication with guests and internal departments.

Your Responsibilities Include

• Welcome and manage all reservation inquiries (phone, email, online channels) promptly and professionally.
• Input and manage reservations in the system with accuracy and attention to detail.
• Confirm and follow up on bookings, special requests, and guest preferences with genuine care.
• Update room availability, rates, and packages as directed by the Revenue and Commercial teams.
• Communicate closely with Front Office, Commercial, Revenue, and other departments to ensure a smooth and memorable guest experience.
• Process group and FIT reservations according to hotel guidelines.
• Support travel agents, corporate accounts, and tour operators with booking requests and information.
• Thoughtfully manage high-demand periods, helping protect guest satisfaction through proactive solutions.
• Maintain up-to-date knowledge of promotions, room types, packages, and hotel services.
• Assist in preparing reports related to reservations, pick-up trends, and booking patterns.
• Ensure all guest profiles and booking data are complete and accurate in the PMS (Opera Cloud).
• Uphold a high level of confidentiality and trust regarding guest information and all data.
• Deliver guest service that reflects Sofitel's brand promise of elegance, efficiency, and sophistication.

Qualifications

• Minimum 3–5 years of experience in the same role within the hospitality or travel industry, preferably in the leisure segment.
• Familiarity with hotel reservation systems (Opera Cloud or similar PMS preferred).
• Strong communication skills in English; additional languages are an advantage.
• Proficient in Microsoft Office (Excel, Outlook, Word).
• Ability to handle multiple tasks in a fast-paced environment with a high degree of accuracy.
• Strong understanding of hotel room categories, rate structures, and booking channels.
• Basic knowledge of Revenue Management principles is a plus.
• High level of professionalism, integrity, and discretion.
• Willingness to work rotating shifts, weekends, and public holidays.