Reservation Agent

Ovolo Group; Tangerang; Hybrid; IDR 60,000,000 - 100,000,000; Full time

Job summary

Mamaka Hotel Bali is seeking a dedicated Reservation Agent to join the reservations team and report to the Director of Revenue. The role focuses on maximizing occupancy, revenue, and guest satisfaction through accurate bookings and personalized service.

You will be the first point of contact for guests, handling inquiries via phone and email with a warm, professional approach. Strong English communication, familiarity with hotel systems, and a keen eye for detail are essential.

Qualifications

• Minimum experience in reservations or similar role.
• Excellent written and spoken English for professional communication.
• Strong telephone etiquette and communication skills.
• Good understanding of hotel systems, especially PMS like Opera/Opera Cloud.
• Familiar with Channel Managers and Booking Engines (SynXis, iHotelier or similar).

Responsibilities

• Ensure optimal occupancy and revenue through accurate room allocation and inventory control.
• Monitor and manage reservations in the system with precision.
• Maintain rate parity and distribution across all channels.
• Deliver exceptional customer service at every guest touchpoint.
• Support revenue strategies and daily pick-up analysis.

Skills

Reservation experience

English (spoken & written)

Excel proficiency

PMS knowledge (Opera/Opera Cloud)

Channel Manager knowledge

Revenue management basics

Negotiation skills

Tools

N/A

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