Reservation Agent

Capella Ubud; Kecamatan Ubud; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

Capella Ubud invites a Reservations Agent to manage all accommodation bookings with professionalism, efficiency, and exceptional guest service. You will handle inquiries via phone and email, confirm reservations, upsell experiences, and maintain accurate guest profiles in Opera PMS.

The role requires at least 1 year in luxury reservations, a hospitality degree, fluent English, and a keen eye for detail; you will coordinate with departments to ensure a seamless guest experience.

Qualifications

• Diploma or Degree in Hospitality, Tourism, Hotel Management, or related field.
• Minimum 1 year of experience in Reservations within a luxury hotel or luxury hospitality brand.
• Fluent in spoken and written English; additional language skills are an advantage.
• Strong customer service orientation and guest engagement skills.
• Excellent verbal and written communication skills.
• Strong attention to detail, accuracy, and organizational abilities.

Responsibilities

• Handle reservation inquiries through telephone, email, and other channels professionally and promptly.
• Process, modify, and confirm guest reservations accurately and efficiently.
• Provide information regarding accommodation, facilities, experiences, and services.
• Record guest preferences and special requests in the reservation system.
• Upsell experiences, packages, and services to enhance guest value.
• Maintain awareness of room inventory, availability, and rate strategies.
• Coordinate with Front Office, Sales, Revenue Management, Housekeeping, and other departments.

Skills

Customer service orientation

Attention to detail

Communication skills

Multitasking

Education

Diploma or Degree in Hospitality, Tourism, Hotel Management, or related field

Tools

Opera PMS

Microsoft Office (Outlook)

Reservation systems

Job description

The Reservations Agent is responsible for managing all accommodation reservations with professionalism, efficiency, and exceptional guest service. This role serves as an important first point of contact for prospective guests, ensuring a seamless reservation experience while maximizing room revenue and occupancy through effective sales and communication techniques.

The successful candidate will demonstrate excellent attention to detail, strong communication skills, and a passion for delivering personalized luxury hospitality experiences.

The Role

Reservations & Guest Services

Handle reservation inquiries through telephone, email, and other communication channels in a professional and timely manner.

Process, modify, and confirm guest reservations accurately and efficiently.

Provide comprehensive information regarding accommodation, facilities, experiences, promotions, and services.

Record guest preferences, special requests, and relevant information accurately within the reservation system.

Deliver personalized service that reflects Capella Ubud's luxury hospitality standards.

Maintain positive guest interactions and ensure a seamless booking experience.

Maximize room revenue and occupancy through effective upselling and suggestive selling techniques.

Promote hotel experiences, packages, and additional services to enhance guest value.

Maintain awareness of room inventory, availability, and rate strategies.

Support departmental revenue goals through proactive reservation management.

Reservation Administration & Systems

Maintain accurate reservation records and guest profiles.

Ensure all reservation information is entered, updated, and verified correctly within Opera PMS and related systems.

Support reservation call audits and quality assurance initiatives.

Prepare reservation reports and documentation as required.

Ensure compliance with reservation procedures, policies, and service standards.

Communication & Coordination

Coordinate effectively with Front Office, Sales, Revenue Management, Housekeeping, and other operational departments.

Communicate guest requirements and special requests accurately to relevant teams.

Respond promptly to guest inquiries and follow up on outstanding requests.

Maintain clear, professional, and effective communication at all times.

Quality & Service Standards

Uphold Capella Ubud service standards and operational procedures.

Maintain confidentiality and security of guest information.

Deliver exceptional customer service with accuracy, courtesy, and professionalism.

Contribute to the continuous improvement of reservation processes and guest satisfaction.

Talent Profile

Required Qualifications & Experience

Diploma or Degree in Hospitality, Tourism, Hotel Management, or a related field.

Minimum 1 year of experience in Reservations within a luxury hotel or luxury hospitality brand.

Experience in reservation call audits and quality monitoring.

Hospitality graduate preferred.

Fluent in spoken and written English; additional language skills are an advantage.

Strong customer service orientation and guest engagement skills.

Excellent verbal and written communication skills.

Strong attention to detail, accuracy, and organizational abilities.

Ability to multitask and perform effectively in a fast-paced environment.

Ability to perform basic mathematical calculations accurately.

Strong problem-solving and decision-making skills.

Self-motivated, adaptable, and hardworking with a positive attitude.

Collaborative team player with excellent interpersonal skills.

Technical Knowledge

Advanced proficiency in Microsoft Office applications, including Outlook.

Familiarity with reservation systems, reporting, and operational procedures.

Additional Requirements

Flexible to work shifts, weekends, and public holidays.

Demonstrates professionalism, courtesy, cooperativeness, and follow-through.

Committed to delivering excellence in guest service and operational performance.

Kindly be informed that only shortlisted candidates will be contacted.

Inspired by the early European settlers from the 1800s, celebrated architect Bill Bensley conceptualized this refined tented camp as a tribute to their spirit of adventure amidst untouched nature. Nestled between Ubud’s rainforest, rice paddy fields and the sacred Wos River, in an authentic Balinese artist village called Keliki, Capella Ubud, Bali offers 22 extravagant, individually styled one-bedroom tents and one tented two-bedroom lodge.

Inspired by the early European settlers from the 1800s, celebrated architect Bill Bensley conceptualized this refined tented camp as a tribute to their spirit of adventure amidst untouched nature. Nestled between Ubud’s rainforest, rice paddy fields and the sacred Wos River, in an authentic Balinese artist village called Keliki, Capella Ubud, Bali offers 22 extravagant, individually styled one-bedroom tents and one tented two-bedroom lodge.