Reservation

About the role

The Villa Reservation Agent is responsible for handling all incoming reservation inquiries, processing bookings, and managing guest communications prior to arrival. This role ensures optimal occupancy, excellent customer service, and smooth coordination between guests, online travel agencies (OTAs), and internal hotel departments.

Key responsibilities

• Process incoming booking requests via email, phone, OTAs, and walk-ins accurately and promptly in the Property Management System (PMS)

• Respond to guest inquiries regarding villa rates, availability, packages, inclusions, and special requests in a warm and professional manner

• Monitor and update availability, rates, and promotions across various online channels and the hotel's direct booking engine

• Coordinate with the Front Office and Housekeeping teams regarding guest arrival details, flight info, transportation arrangements, and special requests (e.g., birthday setups, dietary preferences)

• Proactively promote villa packages, add-on services, room upgrades, spa treatments, and dining experiences to maximize revenue

• Handle deposits, billing details, room charge guarantees, and issue pro-forma invoices or payment links according to hotel policy

• Maintain neat guest files, compile daily/weekly booking reports, and track cancellation or modify trends

About you

• Diploma or Bachelor's degree in Hospitality, Tourism, or a related field

• Minimum 1–2 years of experience in reservation, front office, or e-commerce in a hotel or luxury villa setting

• Fluent in spoken and written English; knowledge of additional languages is an advantage

• Familiarity with Hotel PMS (e.g., VHP, Opera, Pyxis), Channel Managers, and Microsoft Office

• Strong communication skills, detail-oriented, problem-solving ability, and a customer-first mindset