Department: Front Office 

A Reservations Agent is responsible for assisting guests with booking accommodations, travel arrangements, or services, while providing exceptional guest service and ensuring a seamless reservation process. This role involves managing inquiries, coordinating with various departments, and maintaining accurate records of reservations.

Responsibilities: 

• Respond promptly and courteously to guest inquiries via phone, email, or chat regarding availability, rates, and services.
• Assist guests with making, modifying, or canceling reservations while ensuring all details are accurate and complete.
• Provide comprehensive information on hotel offerings, including policies, amenities, and current promotions.
• Process payments securely, maintaining strict confidentiality of guest information and financial data.
• Resolve guest concerns or complaints professionally; escalate complex issues to the appropriate management when necessary.
• Collaborate closely with the sales, front desk, and other relevant departments to ensure smooth daily operations and a seamless guest experience.
• Stay current with reservation systems, pricing structures, and operating procedures to provide accurate and effective assistance.
• Accurately log all reservation data and guest communications into the reservation system or database.
• Maximize revenue by capturing sales from incoming reservation calls and coordinating all relevant details; complete internal reservation forms.
• Generate and distribute daily departmental reports for Operations, Sales & Marketing, the General Manager, and Department Heads.
• Manage general reservations email inbox, respond to inquiries, sort mail, and fulfill brochure requests.

Requirements: 

•  Strong guest service and communication skills.
•  Ability to multitask and work efficiently in a fast-paced environment.
• Highly proficient in spoken and written English, Russian and Azerbaijani
• A highly professional telephone manner and excellent communication skills
•  Proficiency in reservation or booking systems and office software.
•  High attention to detail and problem-solving abilities.

Employee Benefits: 

• Meals provided at the staff cafeteria;
• Discounted hotel stays across Hilton not just for you but also your family and friends from the day you start!
• Discounts at multiple hotels and SPA centers under TABIA Group;
• Participation in training and development programs.

Interested candidates are requested to send their CVs to the e-mail address in the Apply for job button with the subject line "Reservations Agent".

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