RESERVATION AGENT

Job Summary:

Responsible for handling room reservations, responding to guest inquiries, providing accurate information about room types, rates, packages, and resort services, and ensuring all reservations are processed accurately and efficiently to maximize room revenue and guest satisfaction.

Key Responsibilities:

- Receive and process room reservations through telephone, email, website, online travel agencies (OTAs), and other booking channels.

- Respond promptly and professionally to guest inquiries regarding room availability, rates, promotions, packages, and resort facilities.

- Enter, update, modify, and cancel reservations accurately in the reservation system.

- Monitor room availability, booking status, special requests, deposits, and payment information.

- Coordinate with Front Office, Sales, Housekeeping, and other relevant departments to ensure smooth guest arrivals and service delivery.

- Prepare reservation reports, arrival lists, occupancy updates, and other reports as required.

-Ensure all guest information, reservation records, and payment details are handled accurately and confidentially.

- Handle guest complaints and booking discrepancies professionally, escalating issues to the supervisor or manager when necessary.

- Follow the resort’s reservation policies, rate structures, payment terms, cancellation policies, and service standards.

- Perform other duties as assigned by the line manager.

- 100% salary during the probationary period

- 9.5 working hours per day, 2 days off per week

- Competitive Salary & Benefits: Enjoy an attractive salary package commensurate with your skills and experience, along with comprehensive employee benefits.

- Professional & Luxury Working Environment: Opportunity to work and develop your career in a luxurious and professional resort environment, where you will experience and uphold high standards of service.

- Professional Development & Career Advancement: Receive ongoing training to enhance your professional knowledge and skills, with clear opportunities for career growth and advancement.

- Supportive & Collaborative Team Culture: Work in a close-knit and friendly team where every team member is encouraged to maximize their potential and receives support from colleagues.

- Diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.

- Minimum 1 year of experience in a Reservation Agent or similar position, preferably in a 4–5 star hotel or Retreat resort.

- Experience in a pre-opening hotel or resort is an advantage.

- Good command of Vietnamese and English, both spoken and written.

- Good communication, customer service, and problem-solving skills.

- Experience with hotel reservation systems, PMS, or channel management systems is preferred; knowledge of SMILE PMS is an advantage.