Reservations Specialist

About the role

The Senior Reservations Agent is responsible for advanced management of the reservation process, providing strategic support to daily operations and optimizing sales through direct and intermediary channels. The role ensures a personalized client experience while contributing to revenue growth and overall department performance.

Key responsibilities

• Manage high‑complexity bookings such as groups, customized packages, events, VIP and B2B collaborations.
• Maintain availability in PMS and Channel Manager in close cooperation with the Commercial Director.
• Train and support junior agents and new staff on reservation procedures and standards.
• Implement upselling and cross‑selling strategies for suites, spa, themed dinners and special packages.
• Coordinate with reception, housekeeping and F&B to guarantee a seamless guest experience.
• Prepare weekly and monthly analytical reports on reservation performance, market trends and competitive insights.

Required profile

• University degree in Hotel Management, Business, Marketing or related field.
• Minimum 3 years of experience in reservations or front‑office roles at mid‑to‑high level establishments.
• Strong communication, interpersonal and decision‑making skills, especially under pressure.
• Detail‑oriented with solid data analysis and performance focus.

Required skills

• Proficiency with Property Management Systems (PMS) and Channel Manager tools.
• Experience with major OTAs and online booking platforms.
• Advanced Excel skills for KPI reporting and revenue management.