Hotel Reservations Agent

About the role

ATDG, a pioneer in sustainable tourism and development in Albania and Kosovo, manages luxury hotels and resorts such as Arka Art Hotel, Bougainville Bay Resort & SPA, Marea Resort and Mështekna. It is recruiting a hotel reservations agent for its reservations department, responsible for advanced booking management, strategic support to daily operations and sales optimisation through direct and intermediary channels, with a personalised client experience.

Key responsibilities

• Manage and follow up complex bookings (groups, custom packages, events, VIP, B2B partnerships)
• Control and maintain availability in the PMS and Channel Manager, working closely with the CRO
• Train and support junior agents and new staff on reservation procedures and standards
• Propose and implement upselling and cross-selling strategies (suites, spa, themed nights, special packages)
• Handle custom requests and confirmations quickly and professionally
• Coordinate with reception, housekeeping and F&B departments for a consistent guest experience
• Produce weekly and monthly reports on booking performance, market trends and revenue management suggestions
• Monitor OTA and Google My Business reviews after booking and intervene on complaints
• Follow the yacht charter process and liaise with agencies and clients
• Monitor and coordinate relationships with taxi companies, manage the theatre system and ticket sales reporting
• Support graphic posts and content marketing according to company needs

Required profile

• University degree in hotel management, business, marketing or a related field
• At least 3 years of experience in reservations or front office at mid-to-high level properties
• Very good written and spoken English; a second language is an advantage
• Strong communication, interpersonal and decision-making skills under pressure

Required skills

• PMS, Channel Manager and major OTA systems
• Good knowledge of Excel, KPI reporting and revenue management systems

Applications are submitted by sending a CV to the recruitment agency handling the vacancy.