Reservation Agent

Ovolo Group; Provinsi Bali; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Mamaka Hotel Bali is seeking a dedicated Reservation Agent to join the team, reporting to the Revenue Director. You will be the first point of contact for guests, handling bookings via phone and email while maximizing occupancy and revenue with personalized service.

You will ensure accurate reservations, maintain rate parity, and support daily pickup analysis, delivering superior guest experiences in a fast-paced hospitality environment.

Qualifications

• English proficiency required for professional communication.
• Experience in reservations or similar role is essential.
• Excellent telephone etiquette and communication skills.
• Strong analytical mindset with ability to work with numbers and data.
• Proficient in Microsoft Excel and data manipulation.
• Sales mindset and negotiation skills are a plus.
• Strong interpersonal and collaboration skills.
• Ability to work under pressure in a fast-paced environment.
• Knowledge of basic revenue management principles and tools.
• Familiarity with PMS (Opera/Opera Cloud).
• Experience with channel managers and booking engines (e.g., SynXis, iHotelier).

Responsibilities

• Ensure efficient room allocation and inventory control.
• Monitor and manage reservations accurately in the system.
• Maintain rate parity and distribution across channels.
• Deliver exceptional customer service at every touchpoint.
• Support revenue strategies and daily pickup analysis.

Skills

English proficiency

Reservations experience

Phone etiquette

Analytical mindset

Excel

Sales mindset

Interpersonal skills

Work under pressure

Revenue basics

PMS Opera

Opera Cloud

Channel managers

Booking engines

Tools

Opera

Opera Cloud

SynXis

iHotelier

Channel Managers

Booking Engines

Job description

The Gig

We are seeking a passionate Reservation Agent to join Mamaka Hotel Bali, reporting directly to the Director of Revenue. This role plays a key part in the hotel’s reservations team, with a strong focus on maximizing occupancy, revenue, and overall guest satisfaction.

With your high attention to detail, you will ensure accuracy in handling bookings and executing reservation strategies. Beyond that, your engaging personality allows you to pick up on guest preferences and create more personalized experiences.

As one of the first points of contact for our guests, you will represent the hotel through phone and email communications. Your warm, welcoming approach and ability to connect with people from different backgrounds will help build strong guest relationships from the very first interaction.

About the Role

You will be responsible for ensuring the hotel achieves optimal occupancy and revenue through:

• Efficient room allocation and inventory control
• Accurate monitoring and management of reservations in the system
• Maintaining rate parity and distribution across all channels
• Delivering exceptional customer service at every touchpoint
• Supporting revenue strategies and daily pick-up analysis

Who You Are

We’re not your typical hotel, and you’re definitely not the average team member either. You bring positive energy, a can-do attitude, and enjoy working in a dynamic environment.

• Strong written and spoken English for professional communication
• Previous experience in reservations or a similar role is essential
• Excellent telephone etiquette and communication skills
• Strong analytical mindset - you enjoy working with numbers and data
• Good understanding of hotel systems (PMS such as Opera / Opera Cloud)
• Familiar with Channel Managers and Booking Engines (e.g., SynXis, iHotelier, or similar)
• Knowledge of basic revenue management principles and tools
• Strong interpersonal and collaboration skills
• Able to work under pressure in a fast-paced environment
• Proficient in Microsoft Excel
• Strong sales mindset and negotiation skills