Summary

Key Responsibilities

Handle room reservation enquiries through telephone, email, website, and online travel agencies.
Provide accurate information about room types, rates, packages, promotions, hotel facilities, policies, and services.
Create, modify, and cancel reservations accurately in the hotel reservation system.
Confirm booking details, payment conditions, cancellation policies, and special requests with guests.
Follow up on pending bookings, payment requirements, and guest requests.
Promote higher room categories, packages, dining experiences, and other hotel services when appropriate.
Ensure all guest profiles and reservation details are complete and accurate.
Record special requests, preferences, celebrations, transportation needs, and other important information.
Coordinate with Front Office, Housekeeping, Sales, Revenue, Finance, and other departments to support guest requirements.
Monitor room availability, restrictions, promotions, and rate information.
Handle group reservation requests and rooming lists when assigned.
Process deposits, credit card information, and payment documents according to hotel procedures.
Maintain guest confidentiality and protect personal and payment information.
Respond to guest concerns professionally and refer complex matters to the supervisor or manager.
Maintain clear records of reservation communication and follow-up actions.
Support daily reservation reports, booking checks, and administrative tasks.
Follow The Standard's service standards, grooming standards, policies, and procedures.
Perform other duties assigned by the supervisor or management.

Qualifications

Diploma or bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
Previous experience in hotel reservations, Front Office, Guest Services, or a call centre is preferred.
Fresh graduates with a strong service attitude are welcome to apply.
Good communication skills in English and Thai, both spoken and written.
Additional language skills are an advantage.
Good computer skills and ability to use Microsoft Office.
Experience with a hotel Property Management System or reservation system is preferred.
Strong attention to detail and accuracy.
Good telephone manner and professional email communication.
Able to manage several tasks and work under pressure.
Strong service mindset with a friendly and positive attitude.
Good problem-solving and coordination skills.
Able to work independently and as part of a team.
Flexible to work shifts, weekends, and public holidays when required.
Honest, responsible, well-organised, and committed to guest satisfaction.

Reservation Agent