Reservation Agent (f/m)

Raffles Hotels & Resorts; Warszawa; On-site; PLN 42,000 - 62,000; Full time

Job summary

Raffles Hotels & Resorts invites applications for a Reservation Agent at the iconic Raffles Europejski Warsaw. You will be the first point of contact by phone and email, delivering warm, anticipative service that enhances the guest’s upcoming stay.

Responsibilities include booking and managing room reservations in the PMS, handling inquiries promptly, and collaborating with Sales and other departments. Fluency in English and Polish, strong interpersonal skills, and reliability are essential.

Qualifications

• Experience in guest-related/customer service.
• PMS experience preferred.
• Fluency in English and Polish.

Responsibilities

• Provide warm, anticipative service over the phone and email.
• Book and enter reservations using the PMS.
• Handle inquiries and liaise with Sales and other departments.
• Assist guests with hotel facilities and amenities.
• Ensure check-in/check-out accuracy and guest satisfaction.

Skills

Customer service

English proficiency

Polish proficiency

Interpersonal skills

Tools

Property Management System

Job description

Company Description

Raffles Hotels & Resorts is a collection of award-winning luxury hotels located in vibrant destinations around the world. Unique with its own distinct personality, each Raffles hotel distinguishes itself with the highest standards of product and service.

Raffles Europejski Warsaw, a beloved icon sitting proudly on Royal Route in the heart of Warsaw, delivers the new chapter of luxury in its extraordinary history that spans over 160 years.

The lovingly restored and reinvented hotel has 106 timeless elegant guest rooms with 24‑hour Butler service, signature Europejski Grill restaurant, legendary Long Bar, a century-old heritage patisserie Lourse Warszawa, and a revitalizing oasis Raffles Spa.

It also acts as a showcase for the best modern Polish art, with Hotel Europejski Art Collection.

We offer excellent career development and growth opportunities for our Colleagues who have the talent, dedication, drive, and passion to be part of a leading global luxury hospitality brand.

Job Description

• At Raffles Hotels & Resorts, all guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Reservation Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.
• Consistently offer professional, friendly and engaging service
• Book and enter room reservation requests using the Property Management System
• Enter rooming lists while ensuring accuracy, as required
• Update reservations ensuring a flawless check in and check out process
• Ensure revenue is maximized by up‑selling guest rooms and recommending hotel facilities
• Liaise with Sales and other departments as required
• Answer telephone and email inquiries in a timely manner
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards

Qualifications

• Previous customer related experience required
• Previous Property Manager System experience preferred
• Proficiency in English & Polish language
• Computer literate in Microsoft Window applications required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times