Reservations Agent (S25)

Ella Resorts is a unique collection of luxury eco-chic resorts in the wider Mediterranean region, with a portfolio consisting of 5 seaside lifestyle resorts in Rhodes, Corfu and Crete. Each property assimilates and is designed to highlight the unique characteristics of its host location within a carefully selected setting rich in Greek history, culture, and stunning landscapes. In order to support our rapid growth we are seeking to hire Reservations Agent.

Our new staff will implement our Service Excellence Culture at our fully renovated resort in Crete, Rocrita Lifestyle Beach Resort, which is located in the charming area of Mochlos, Crete. Our hotel is a haven for travelers seeking a refined and inspirational stay with their loved ones, and will be opening its doors for the season 2025. This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!

Position Summary

The Reservations Agent is responsible for optimize the hotel’s booking process, ensuring seamless and efficient reservation experiences for guests. This role involves handling inquiries, processing bookings, and providing accurate information, all while maximizing occupancy and revenue for the hotel. The Reservations Agent is to deliver exceptional customer service by responding promptly and professionally to guest inquiries, accurately processing reservations, and providing personalized recommendations. The agent plays a vital role in ensuring that guests' first interactions with the hotel are positive and informative, contributing to their overall satisfaction and loyalty. 

Responsibilities

Managing Reservations 

• Handle incoming reservations through various channels (phone, email, online platforms) with efficiency and accuracy 
• Input and update reservation information in the hotel's booking system, ensuring all details are correct and complete 
• Adjust and modify reservations as needed, including handling cancellations, amendments, and special requests 
• Resolve issues related to reservations, such as booking errors, disputes, or guest dissatisfaction, in a timely and professional manner 
• Checking upcoming arrivals for the correct recording of reservation information, comments, time of arrival and departure 
• Charging credit cards for upcoming arrivals 
• Recording down payments from accounting for individual guests 
• Filing reservation lists 

Customer Service & Communication 

• Provide prompt, professional, and courteous service to guests, answering inquiries and addressing concerns 
• Offer personalized recommendations based on guest preferences and needs, ensuring a positive booking experience 
• Communicate with other hotel departments (front desk, housekeeping, sales) to ensure seamless guest service 
• Effectively communicate with online travel agencies (OTAs), global distribution systems (GDS), and other distribution channels 
• Handle reservation-related issues and last-minute changes effectively, minimizing guest disruptions 
• Implement service recovery efforts when necessary, ensuring guest satisfaction and loyalty 

Quality and Compliance 

• Maintain accurate and up-to-date records of all reservations, including guest details, payment information, and special requests 
• Ensure compliance with hotel policies and procedures regarding reservations and guest data management 

Maximizing Occupancy & Revenue 

• Optimize room availability and pricing strategies to maximize occupancy and revenue 
• Upsell room categories, packages, and additional services to enhance guest experience and increase hotel revenue 
• Monitor and manage overbooking situations, ensuring effective communication with guests and coordination with the front desk 

Requirements

• A degree in hospitality management or related field is a plus 
• Previous experience in a hotel reservations, front desk, or customer service role 
• Familiarity with hotel reservation systems (e.g., Opera, Amadeus). Knowledge of PROTEL is preferred 
• Excellent verbal and written communication skills in English; additional languages are an asset 

• Effective verbal and written communication skills to interact with guests, reservations staff, and external partners like OTAs and GDS 

• Proficiency in reservation, property management, and booking systems, as well as a general comfort with technology to ensure the efficient operation of these systems 

• Ability to address reservation-related is