რეზერვაციების აგენტი

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We are currently looking for a Reservations Agent in Front Office Department in Tbilisi who will be responsible for managing all reservation activities, handling incoming communications, and ensuring exceptional service delivery to guests and partners.

Key responsibilities of the Reservations Agent include, but are not limited to:

** Handle all room reservations, amendments, and cancellations in line with hotel policies and procedures;
** Accurately record, process, and follow up on all reservation inquiries within required timeframes;
** Ensure all reservation details, guest information, and billing instructions are correctly entered into the system;
** Provide timely and accurate reservation confirmations to guests;
** Answer and direct all incoming calls in a professional, courteous, and efficient manner;
** Handle internal and external calls, ensuring proper routing and prompt response;
** Coordinate guest requests such as wake-up calls, housekeeping services, and maintenance requests;
** Provide accurate information to prospective guests regarding room types, rates, availability, and hotel services;
** Maintain up-to-date knowledge of hotel offerings, packages, and promotions;
** Maximize room revenue through upselling techniques and promotion of higher room categories;
** Coordinate closely with Front Office, Sales, and Marketing teams to ensure seamless guest experience;
** Build and maintain strong relationships with travel agents, corporate clients, and other partners;
** Assist in managing individual and group reservations, including waitlists and reports;
** Utilize reservation systems and tools effectively (e.g. Opera PMS/Cloud, Outlook);
** Ensure compliance with company policies, data protection standards, and financial procedures;
** Support smooth daily operations of the Reservations and Front Office departments;
** Maintain high standards of professionalism, communication, and teamwork;
** Ensure compliance with health, safety, and operational procedures;

Qualifications

** Minimum 1-2 years of experience in a similar role within Reservations, Front Office, or PBX operations in the hospitality industry;
** Good understanding of reservation processes, guest services, and overall hotel operations;
** Experience with reservation systems (Opera PMS/Opera Cloud is an advantage);
** Proficiency in MS Office and standard office tools;
** Strong attention to detail and accuracy in handling bookings, guest information, and call management;
** Strong problem-solving skills with the ability to handle guest inquiries and complaints professionally;
** Excellent communication and interpersonal skills, both written and verbal;
** Fluency in Georgian and English is required; knowledge of Azeri and/or additional foreign languages is considered an advantage;

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