Reservations Sales Agent

The Reservations Sales Agent is responsible for handling room reservation inquiries and bookings through telephone, email, online channels, and other communication platforms. The role focuses on delivering excellent guest service, maximizing room revenue and occupancy, and ensuring accurate and timely reservation management in line with Marriott standards and hotel procedures.

Key Responsibilities

• Handle individual and group reservation inquiries professionally and efficiently.
• Convert reservation inquiries into confirmed bookings while maximizing room revenue.
• Provide accurate information on room types, rates, packages, promotions, hotel facilities, and services.
• Recommend suitable room categories and upselling opportunities based on guest needs.
• Maintain accurate guest and reservation information in the hotel reservation system.
• Process amendments, cancellations, no-shows, and special requests according to hotel policies.
• Coordinate with Front Office, Sales, Revenue Management, and other departments to ensure smooth guest experiences.
• Follow up on tentative reservations and maximize conversion opportunities.
• Ensure all reservations are handled according to Marriott and hotel standards.
• Identify opportunities to increase revenue through upselling, cross-selling, and promoting hotel services.
• Handle guest complaints and reservation-related concerns professionally, escalating issues when required.
• Maintain confidentiality of guest information and follow data protection and security procedures.
• Monitor and respond to reservation-related emails and other communication channels promptly.
• Maintain knowledge of room inventory, rates, packages, promotions, and hotel facilities.
• Prepare and maintain reservation records and reports as required.
• Support the Reservations Manager and Revenue team with daily operational requirements.
• Participate in training and continuously develop product knowledge, sales skills, and Marriott service standards.

Guest Service & Sales Expectations

• Create a warm, professional, and personalized interaction with every guest.
• Demonstrate strong telephone and communication skills.
• Proactively identify guest needs and recommend appropriate products or services.
• Achieve assigned reservation sales, conversion, upselling, and service quality targets.
• Build positive relationships with guests and internal departments.
• Consistently represent the service culture and standards of Renaissance Dhaka Hotel.

Qualifications & Experience

• Bachelor’s degree or diploma in Hotel Management, Hospitality, Business Administration, or a related field is preferred.
• Previous experience in hotel reservations, front office, customer service, or hotel sales is preferred.
• Experience in a 4/5-star hotel or international hotel brand will be an advantage.
• Fresh graduates with strong communication and customer-service skills may also be considered.

Required Skills & Competencies

• Excellent verbal and written communication skills in English and Bangla.
• Strong customer service and interpersonal skills.
• Good sales and negotiation skills.
• Strong attention to detail and accuracy.
• Ability to handle multiple tasks and work under pressure.
• Good computer skills and ability to learn hotel systems quickly.
• Strong telephone etiquette and professional communication.
• Positive attitude, confidence, and a service-oriented mindset.
• Ability to work effectively as part of a team.
• Flexibility to work shifts, weekends, and public holidays as required.