Reservations Agent/Supervisor

Accorhotel; Singapore; On-site; SGD 42,000 - 54,000; Full time

Job summary

Accorhotel Singapore is seeking a Reservations Agent to handle telephone and email enquiries, input bookings into Opera PMS, and provide professional service to guests and clients. You will maintain accurate reservation records and upsell hotel services to maximise occupancy.

The role requires a Diploma in Hospitality or related field, familiarity with Opera PMS, strong communication, ability to multitask in a fast-paced environment, and willingness to work shifts, including weekends and public

Qualifications

• Minimum Diploma in Hospitality, Tourism, Business Administration, or related field.
• Previous experience in reservations, front office, or customer service in the hospitality industry is an advantage.
• Familiarity with hotel PMS systems (Opera preferred) and Microsoft Office.
• Strong communication and interpersonal skills with a customer-focused approach.
• Ability to handle multiple enquiries and work efficiently in a fast-paced environment.
• Good attention to detail and organisational skills.
• Ability to work independently and as part of a team.
• Professional appearance and positive attitude.
• Willingness to work shifts, weekends, and public holidays if required.

Responsibilities

• Handle telephone and email enquiries, accept reservations, and input booking details accurately into the hotel PMS (Opera).
• Provide professional, friendly, and efficient service to guests, clients, and callers to create a positive hotel image.
• Ensure all reservation details, guest information, and payment guarantees are recorded correctly in the system.
• Respond to reservation enquiries and emails promptly and ensure all bookings are processed without backlog.
• Maintain accurate guest histories and reservation records to support personalised guest service.
• Upsell rooms and promote hotel services to maximise occupancy and revenue.
• Communicate closely with Front Office and Sales & Marketing teams regarding enquiries, bookings, and guest requirements.
• Monitor room availability, manage cancellations, and follow hotel procedures for reservations, cancellations, and no-shows.
• Ensure proper documentation and filing of reservation records, travel agent information, and correspondence.
• Handle guest requests, provide information about hotel facilities, and maintain confidentiality of guest information at all times.

Skills

Customer focus

Communication skills

Multitasking

Teamwork

Attention to detail

Professional appearance

Education

Diploma in Hospitality

Tools

Opera PMS

Microsoft Office

Job description

Responsibilities

• Handle telephone and email enquiries, accept reservations, and input booking details accurately into the hotel PMS (Opera).
• Provide professional, friendly, and efficient service to guests, clients, and callers to create a positive hotel image.
• Ensure all reservation details, guest information, and payment guarantees are recorded correctly in the system.
• Respond to reservation enquiries and emails promptly and ensure all bookings are processed without backlog.
• Maintain accurate guest histories and reservation records to support personalised guest service.
• Upsell rooms and promote hotel services to maximise occupancy and revenue.
• Communicate closely with Front Office and Sales & Marketing teams regarding enquiries, bookings, and guest requirements.
• Monitor room availability, manage cancellations, and follow hotel procedures for reservations, cancellations, and no-shows.
• Ensure proper documentation and filing of reservation records, travel agent information, and correspondence.
• Handle guest requests, provide information about hotel facilities, and maintain confidentiality of guest information at all times.

Requirements

• Minimum Diploma in Hospitality, Tourism, Business Administration, or related field.
• Previous experience in reservations, front office, or customer service in the hospitality industry is an advantage.
• Familiarity with hotel PMS systems (Opera preferred) and Microsoft Office.
• Strong communication and interpersonal skills with a customer-focused approach.
• Ability to handle multiple enquiries and work efficiently in a fast-paced environment.
• Good attention to detail and organisational skills.
• Ability to work independently and as part of a team.
• Professional appearance and positive attitude.
• Willingness to work shifts, weekends, and public holidays if required.