Reservation Agent

Job Description

• The Reservations Agent will play a crucial role in delivering exceptional guest experiences at Movenpick Hotel Ikoyi Lagos.
• This position requires a highly organised, customer-oriented individual with excellent communication skills and a strong ability to multitask.
• The successful candidate will handle reservations, guest inquiries, and provide personalised services to ensure the highest level of satisfaction.

Responsibilities
Duties and responsibilities include but are not limited to:
Reservations Management:

• Process and manage hotel room reservations efficiently and accurately.
• Ensure all reservation details are correctly entered into the system.
• Respond to guest inquiries regarding room availability, rates, and amenities.
• Upsell hotel services and amenities to maximise revenue.

Guest Services:

• Provide personalised assistance to guests before, during, and after their stay.
• Handle special requests and VIP arrangements to ensure a memorable guest experience.
• Address guest concerns and resolve issues promptly and professionally.
• Coordinate with other departments to fulfill guest needs and requests.

Communication:

• Maintain clear and effective communication with guests via phone, email, and in-person interactions.
• Provide information about hotel facilities, services, and local attractions.
• Collaborate with the Front Office and other departments to ensure seamless guest experiences.

Administration:

• Maintain accurate records of guest interactions and transactions.
• Prepare reports on reservations, occupancy, and guest feedback.
• Assist in the preparation of promotional materials and packages.

Qualifications

• Previous experience in hotel reservations or a similar customer service role is preferred.
• Excellent communication skills, both verbal and written.
• Familiarity with hotel reservation systems and software (Resaweb, Opera Cloud) is essential.
• Strong attention to detail and organisational abilities.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Customer-focused with a commitment to providing exceptional service.
• Knowledge of the local area, attractions, and events is an advantage.
• Additional education or training in hospitality or a related field is a plus.
• Flexible availability to work during the week including weekends. 

Additional Information:

• Your team and working environment:
• In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
• Note: Customization may be included for any specific local or legislative requirements, such as work permits
• Our commitment to Diversity & Inclusion:
• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.