Reservation Agent

Hyatt Hotels Corporation; Arlington, Northern (VA, KY); Hybrid; USD 9,500 - 16,000; Full time

Job summary

Park Hyatt Marrakech is seeking a dedicated Reservation Agent to join our Reservations team and deliver the highest standards of luxury hospitality. You will handle guest reservations with accuracy, helpfulness, and a guest-first mindset.

Reporting to the Reservations Manager, you will manage phone, email, and online bookings, upsell rate plans, and coordinate with other departments to ensure seamless arrivals and memorable stays.

Qualifications

• Experience in Reservations, Front Office, or Guest Services in hospitality.
• Knowledge of hotel reservation systems and property management systems preferred.
• Strong customer service orientation with excellent communication skills.
• Good organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Fluency in English and French required; Arabic an advantage.

Responsibilities

• Handle individual and group reservation requests via phone, email, and booking platforms.
• Provide accurate information on room types, rates, packages, and hotel facilities.
• Ensure reservations are entered correctly in the PMS and updated as required.
• Assist guests with modifications, cancellations, and special requests while maintaining Hyatt standards.
• Maximize revenue through upselling and cross-selling techniques.
• Monitor inventory and booking trends in coordination with Revenue/Front Office teams.
• Respond promptly to guest inquiries with professional service.
• Coordinate with hotel departments to ensure smooth arrivals and exceptional experiences.

Skills

Reservation experience

Customer service

Communication

Attention to detail

Multitasking

Upselling

Tools

PMS (Property Management System)

Job description

Full-time

Local

About the Role

At Park Hyatt Marrakech, we believe that every exceptional guest journey begins with a seamless reservation experience. We are looking for a dedicated and guest-focused Reservation Agent to join our Reservations team and contribute to delivering the highest standards of luxury hospitality.

Reporting to the Reservations Manager, you will be responsible for handling guest reservations efficiently and professionally while ensuring exceptional service, accuracy, and attention to detail. As a key point of contact for our guests before their arrival, you will play an important role in creating memorable experiences and maximizing hotel revenue opportunities.

Key Responsibilities

• Manage individual and group reservation requests received via telephone, email, and other booking platforms.
• Provide accurate information regarding room types, rates, packages, hotel facilities, and services.
• Ensure all reservations are entered correctly into the property management system and updated as required.
• Assist guests with reservation modifications, cancellations, and special requests while maintaining Hyatt service standards.
• Maximize room revenue through effective upselling and cross-selling techniques.
• Monitor room inventory, availability, and booking trends in collaboration with the Revenue and Front Office teams.
• Maintain a high level of customer service by responding to guest inquiries promptly and professionally.
• Ensure compliance with hotel policies, procedures, and reservation guidelines.
• Coordinate with other hotel departments to ensure smooth guest arrivals and exceptional guest experiences.
• Contribute to achieving departmental goals related to guest satisfaction, productivity, and revenue performance.

Qualifications

• Previous experience in Reservations, Front Office, Guest Services, or a related hospitality role.
• Knowledge of hotel reservation systems and property management systems is preferred.
• Strong customer service orientation with excellent communication skills.
• Good organizational skills and strong attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Basic understanding of revenue management and hotel operations is an advantage.
• Strong problem-solving skills and the ability to handle guest requests professionally.
• Fluent English and French are required. Arabic would be considered an advantage.

What We Are Looking For

We are seeking a motivated and service-oriented professional who is passionate about hospitality and committed to creating exceptional guest experiences from the very first interaction. You build positive relationships, communicate effectively, and consistently demonstrate professionalism, accuracy, and care while reflecting Hyatt's purpose of caring for people so they can be their best.

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