Reservations Agent (S26)

"Ella” means ‘come’ in Greek. A heartfelt invitation to explore, connect, and feel inspired. At Ella Resorts, we open our doors to a world where every moment becomes a cherished memory. We reimagine the art of resort living for the modern lifestyle traveler. Those who seek not just a destination, but a meaningful journey. Our curated collection of beachfront retreats, set across some of the Mediterranean’s most iconic shores, invites you to embrace adventure, unwind in style, and discover the true essence of summer living.

In order to support our rapid growth we are seeking to hire a Reservations Agent.

This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!

Position Summary

The Reservations Agent is responsible for optimize the hotel’s booking process, ensuring seamless and efficient reservation experiences for guests. This role involves handling inquiries, processing bookings, and providing accurate information, all while maximizing occupancy and revenue for the hotel. The Reservations Agent is to deliver exceptional customer service by responding promptly and professionally to guest inquiries, accurately processing reservations, and providing personalized recommendations. The agent plays a vital role in ensuring that guests' first interactions with the hotel are positive and informative, contributing to their overall satisfaction and loyalty.

Responsibilities

Managing Reservations

• Handle incoming reservations through various channels (phone, email, online platforms) with efficiency and accuracy
• Input and update reservation information in the hotel's booking system, ensuring all details are correct and complete
• Adjust and modify reservations as needed, including handling cancellations, amendments, and special requests
• Resolve issues related to reservations, such as booking errors, disputes, or guest dissatisfaction, in a timely and professional manner
• Checking upcoming arrivals for the correct recording of reservation information, comments, time of arrival and departure
• Charging credit cards for upcoming arrivals
• Recording down payments from accounting for individual guests
• Filing reservation lists

Customer Service & Communication

• Provide prompt, professional, and courteous service to guests, answering inquiries and addressing concerns
• Offer personalized recommendations based on guest preferences and needs, ensuring a positive booking experience
• Communicate with other hotel departments (front desk, housekeeping, sales) to ensure seamless guest service
• Effectively communicate with online travel agencies (OTAs), global distribution systems (GDS), and other distribution channels
• Handle reservation-related issues and last-minute changes effectively, minimizing guest disruptions
• Implement service recovery efforts when necessary, ensuring guest satisfaction and loyalty

Quality and Compliance

• Maintain accurate and up-to-date records of all reservations, including guest details, payment information, and special requests
• Ensure compliance with hotel policies and procedures regarding reservations and guest data management

Maximizing Occupancy & Revenue

• Optimize room availability and pricing strategies to maximize occupancy and revenue
• Upsell room categories, packages, and additional services to enhance guest experience and increase hotel revenue
• Monitor and manage overbooking situations, ensuring effective communication with guests and coordination with the front desk

Requirements

• A degree in hospitality management or related field is a plus
• Previous experience in a hotel reservations, front desk, or customer service role
• Familiarity with hotel reservation systems.
• Excellent verbal and written communication skills in English; additional languages are an asset
• Effective verbal and written communication skills to interact with guests, reservations staff, and external partners like OTAs and GDS
• Proficiency in reservation, property management, and booking systems, as well as a general comfort with technology to ensure the efficient operation of these systems
• Ability to address reservation-related issues, last-minute changes, and unexpected disruptions effectively to minimize guest inconvenience
• Ability to work well under pressure, especially during high-demand periods or when addressing last-minute changes
• Customer oriented, committed to delivering high-quality guest experiences
• Attention to detail and excellent organizational skills
• Ability to think quickly and resolve issues efficiently, ensuring guest satisfaction
• Collaborative attitude, working well with colleagues across different departments to ensure smooth operations

Benefits

• Competitive remuneration package
• Career advancement in a fast-growing organization
• Continuous learning & development within a transparent & inclusive working environment
• Collaborative working environment
• Accommodation & meals

Ella Resorts are dedicated to providing exceptional guest experiences across its brand and our amazing Team members are at the heart of it.

Join us today to build our future together.

All applications will be acknowledged and treated as strictly confidential.