Reservations Agent – Vibe Hotel Nusa Dua
Deskripsi Pekerjaan
Vibe Hotel Nusa Dua is looking for Reservations Agents to join our new 31-key hotel operation in Nusa Dua. As a Reservations Agent, you will be the first point of contact for guests making room enquiries and bookings. Your role is to provide fast and accurate information, convert enquiries into confirmed reservations, and ensure every booking is handled professionally. You will communicate with guests through phone, WhatsApp, email, and online booking platforms.
Minimum 1 year of experience in hotel reservations, front office, or another customer-facing hospitality role. Hospitality qualification with a completed internship will also be considered. Good written and spoken English .
Fluent Bahasa Indonesia . Strong attention to detail and accuracy, especially when handling rates, dates, and guest information. Comfortable using computers and learning new hotel systems.
Good communication and customer service skills. Able to work under pressure and handle multiple enquiries. Willing to work rotating shifts, including nights, weekends, and public holidays.
Kualifikasi
- Experience using a Property Management System (PMS) or Channel Manager
- Familiarity with Booking.com, Agoda, or Expedia from the hotel side
- Experience using WhatsApp Business or similar messaging platforms
- Previous sales or upselling experience
- Additional language skills, especially Mandarin, Japanese, or Korean
Tanggung Jawab
- Respond to guest enquiries via phone, WhatsApp, email, and online booking platforms
- Provide accurate room rates, including taxes, service charge, and tourist levy
- Enter reservations accurately into the hotel reservation system
- Send booking confirmations and arrival information to guests
- Follow up on enquiries that have not yet converted into bookings
- Respond to platform messages within the required response time
- Maintain accurate and complete guest information
- Handle booking amendments, cancellations, and no-shows according to hotel policy
- Offer appropriate room upgrades and additional services when relevant
- Communicate clearly with the next shift during handovers
- Escalate unusual requests or issues to the Senior Reservations Agent
- Maintain a professional and helpful guest experience throughout the booking process
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