Reservation Agent at Movenpick Hotels & Resorts

Job Summary

The Reservations Agent will play a crucial role in delivering exceptional guest experiences at Movenpick Hotel Ikoyi Lagos. This position requires a highly organised, customer-oriented individual with excellent communication skills and a strong ability to multitask. The successful candidate will handle reservations, guest inquiries, and provide personalised services to ensure the highest level of satisfaction.

Duties and responsibilities include but are not limited to:

Reservations Management:

• Process and manage hotel room reservations efficiently and accurately.
• Ensure all reservation details are correctly entered into the system.
• Respond to guest inquiries regarding room availability, rates, and amenities.
• Upsell hotel services and amenities to maximise revenue.

Guest Services:

• Provide personalised assistance to guests before, during, and after their stay.
• Handle special requests and VIP arrangements to ensure a memorable guest experience.
• Address guest concerns and resolve issues promptly and professionally.
• Coordinate with other departments to fulfill guest needs and requests.

Communication:

• Maintain clear and effective communication with guests via phone, email, and in-person interactions.
• Provide information about hotel facilities, services, and local attractions.
• Collaborate with the Front Office and other departments to ensure seamless guest experiences.

Administration:

• Maintain accurate records of guest interactions and transactions.
• Prepare reports on reservations, occupancy, and guest feedback.
• Assist in the preparation of promotional materials and packages.

Qualifications

• Previous experience in hotel reservations or a similar customer service role is preferred.
• Excellent communication skills, both verbal and written.
• Familiarity with hotel reservation systems and software (Resaweb, Opera Cloud) is essential.
• Strong attention to detail and organisational abilities.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Customer-focused with a commitment to providing exceptional service.
• Knowledge of the local area, attractions, and events is an advantage.
• Additional education or training in hospitality or a related field is a plus.
• Flexible availability to work during the week including weekends.