Reservation Agent

PT Indonesia Surfaris; Denpasar; On-site; IDR 60,000,000 - 90,000,000; Full time

Benefits offered by this job

Staff benefits and discounts

Career development programmes

Dynamic workplace culture

Job summary

PT Indonesia Surfaris, a leading hospitality company in Denpasar, Bali, is seeking a dedicated Reservation Agent. You will manage room and package reservations, handle enquiries, and ensure an exceptional guest experience from inquiry to booking.

Join a team focused on accuracy, hospitality, and revenue growth in a vibrant Balinese setting. The role requires strong English communication, reservation-system proficiency, and a proactive, service-oriented approach.

Qualifications

• Experience in hospitality reservations or a similar customer-facing role.
• Excellent English communication; Indonesian/Mandarin or other Asian languages are a plus.
• Proficient with reservation systems and able to learn new software quickly.
• Strong organisational skills and attention to detail; ability to manage multiple bookings.

Responsibilities

• Process and manage room and package reservations across channels (phone, email, online, walk-ins).
• Provide accurate information on options, amenities, pricing, and offers.
• Maintain detailed booking records and guest preferences in the system.
• Coordinate with housekeeping, front office, and management for smooth check-ins.
• Handle guest enquiries and complaints professionally and diplomatically.
• Upsell services and packages to maximise revenue while meeting guest needs.
• Confirm reservations and provide documentation and pre-arrival information.
• Monitor availability and occupancy to optimise bookings.
• Process cancellations and amendments promptly.
• Maintain confidentiality of guest data.

Skills

English communication

Reservation systems

Organisational skills

Customer service

Upselling

Shift flexibility

Local Bali knowledge

Tools

Reservation software

Job description

About the role

PT Indonesia Surfaris is seeking a dedicated Reservation Agent to join our team in Denpasar, Bali. This is a full-time position that plays a crucial role in our hospitality and tourism operations. As a Reservation Agent, you will be the first point of contact for our guests, responsible for managing bookings, enquiries, and ensuring an exceptional customer experience from the moment they decide to travel with us. This role is essential to our business success, as you will be instrumental in converting enquiries into confirmed reservations and building lasting relationships with our clients.

Key responsibilities

• Processing and managing room and package reservations through various booking channels, including telephone, email, online platforms and walk-in enquiries
• Providing accurate information about accommodation options, amenities, services, pricing and special offers to prospective guests
• Maintaining detailed and organised records of all bookings, guest preferences and special requests in the reservation system
• Coordinating with other departments, including housekeeping, front office and management, to ensure smooth check-ins and personalised guest experiences
• Handling guest enquiries and complaints with professionalism, diplomacy and a solutions-focused approach
• Upselling additional services and packages to maximise revenue whilst meeting guest needs
• Confirming reservations with guests and providing them with necessary documentation and pre-arrival information
• Monitoring room availability and occupancy rates to optimise bookings
• Processing cancellations and amendments to reservations in a timely manner
• Maintaining confidentiality and adhering to data protection policies regarding guest information

What we're looking for

• Previous experience working as a Reservation Agent or in a similar customer-facing role within the hospitality industry
• Excellent communication skills in English; additional language skills such as Indonesian, Mandarin or other Asian languages are highly desirable
• Proficiency in using reservation systems and computer software, with the ability to learn new systems quickly
• Outstanding organisational skills and attention to detail, with the ability to manage multiple bookings simultaneously
• Strong customer service orientation with a genuine passion for delivering exceptional guest experiences
• Ability to remain calm and professional when handling difficult situations or demanding guests
• Proven sales ability and experience in upselling products or services
• Flexibility and willingness to work shifts, including weekends and public holidays as required
• A reliable and punctual approach to work, with strong time management abilities
• Familiarity with Bali's tourism industry and local attractions is a plus

What we offer

At PT Indonesia Surfaris, we are committed to creating a supportive and rewarding work environment for our team members. We offer competitive remuneration packages commensurate with experience and qualifications. Our benefits include opportunities for career development and advancement within the hospitality sector, ongoing training and professional development programmes, and a dynamic workplace culture that values teamwork and excellence. We foster a collaborative environment where your contributions are recognised and appreciated. We also provide staff benefits and discounts on our services, allowing you to experience the best of what Bali has to offer. We believe in maintaining a healthy work-life balance and encourage our team to thrive both professionally and personally.

About us

PT Indonesia Surfaris is a leading tourism and hospitality company based in Denpasar, Bali. We are dedicated to providing outstanding service and unforgettable experiences to travellers from around the world. Our company specialises in creating tailored travel packages and accommodation solutions that showcase the natural beauty, culture and adventure that Bali has to offer. We pride ourselves on our commitment to excellence, sustainability and genuine hospitality. With a team of passionate professionals, we strive to exceed guest expectations at every touchpoint and contribute positively to the local community and environment. Joining PT Indonesia Surfaris means becoming part of a dynamic, diverse team united by a shared commitment to delivering exceptional experiences.