Reservation Agent – Hotel Reservations

About the role

The Reservation Agent ensures that all bookings are processed accurately and in line with Kempinski standards, contributing to a seamless guest experience. This position requires meticulous data handling and a strong focus on client satisfaction.

Key responsibilities

• Review daily reservation accuracy, rate compliance, and system close‑out when necessary.
• Maintain timely and accurate entry of all reservation data.
• Monitor rate availability and ensure adherence to internal credit policy.
• Follow up on lost business and report insights to department supervisors.
• Spot‑check previous day’s reservations and verify VIP arrivals.
• Achieve LQA/IFH test call scores above 85%.
• Promote internal up‑sell programmes for the Reservations department.
• Perform any additional duties assigned by management.

Required profile

• Detail‑oriented with strong communication and listening skills.
• Energetic, enthusiastic and able to work under pressure.
• Excellent oral and written English proficiency.

Required skills

• Proficiency with Opera central reservation system (Opera PMS).
• Knowledge of Fidelio V6 or Opera PMS is mandatory.
• Good keyboard skills and solid working knowledge of Microsoft Office (Word, Excel).