Reservations & Royal Services Agent

About the role

The Reservations & Royal Services Agent delivers personalized, high‑end service to guests before, during and after their stay at a luxury hotel. This position blends reservations handling with concierge‑style support for VIP, royal and long‑stay guests, ensuring every interaction reflects the brand’s standards of excellence.

Key responsibilities

• Process guest reservations accurately via phone, email and online channels, entering all details into the PMS.
• Maximize room revenue through effective upselling and cross‑selling of packages and promotions.
• Maintain up‑to‑date knowledge of room types, rates, packages and special offers.
• Coordinate with Front Office, Sales and Revenue teams to guarantee reservation accuracy.
• Act as the single point of contact for VIP, royal and long‑stay guests, handling inquiries, requests and complaints with discretion.
• Arrange transportation, dining reservations, special occasions and amenities, and ensure flawless VIP arrivals, stays and departures.
• Maintain detailed guest profiles to enhance personalized service while protecting confidentiality.

Required profile

• Diploma or degree in Hospitality Management or a related field (preferred).
• Minimum 1–2 years of experience in reservations or guest services within a luxury hotel or resort.
• Excellent English communication skills; additional language fluency is a plus.
• Strong knowledge of hotel operations and the ability to work collaboratively with multiple departments.

Required skills

• Opera PMS (or similar property management system) proficiency.