Hotel Reservations Agent – Call Center

About the role

We are looking for a customer‑focused Hotel Reservations Agent to join our call centre team. In this role you will handle inbound and outbound calls, assist guests with booking, modifying or cancelling stays, and ensure a smooth reservation experience.

Key responsibilities

• Answer inbound reservation calls and place outbound calls professionally.
• Assist guests with room bookings, changes, cancellations and special requests.
• Provide accurate information on room types, rates, promotions, hotel facilities and policies.
• Enter and manage reservations in the Property Management System (PMS).
• Use the Genesys platform to handle call queues, document interactions and follow‑up activities.
• Verify guest details and ensure data accuracy.
• Upsell room categories, packages and additional hotel services.
• Resolve guest inquiries and complaints promptly while maintaining service standards.
• Coordinate with front‑office and other hotel departments to guarantee smooth guest experiences.
• Meet individual and team KPIs such as service quality, response time, conversion rate and customer satisfaction.

Required profile

• Bachelor’s degree preferred.
• 1–2 years of experience in hotel reservations, hospitality customer service or a call‑center environment.
• Strong customer‑service orientation and problem‑solving abilities.
• Ability to work under pressure and handle multiple calls simultaneously.
• Proficiency in English.

Required skills

• Experience with Genesys or similar call‑center platforms.
• Familiarity with a Property Management System (PMS).
• Good computer skills and proficiency in Microsoft Office.