The Role
Manage room reservations across phone, email, website, and third-party channels. Accurately enter, modify, and cancel bookings in the PMS, verify guest/payment details, apply rates and promotions, upsell packages, coordinate with internal teams, monitor inventory and policies, and resolve or escalate booking issues while maintaining records and reports.
Summary Generated by Built In
Position Summary
The Reservation Agent manages room reservations through various channels, provides accurate information to guests and partners, and ensures bookings are correctly entered into the system in line with hotel policies and revenue strategies.
Key Responsibilities
- Handle room reservations via phone, email, website, and third-party channels
- Accurately enter, modify, and cancel reservations in the Property Management System (PMS)
- Provide clear information on room types, rates, packages, promotions, and hotel facilities
- Verify guest details, payment methods, and special requests
- Apply correct rate codes, market codes, and promotions as instructed
- Coordinate with Sales, Front Office, Revenue, and Finance teams on group and special bookings
- Monitor availability, restrictions, and inventory controls
- Upsell rooms, packages, and hotel services to maximize revenue
- Ensure compliance with cancellation, deposit, and payment policies
- Respond promptly and professionally to guest and agent inquiries
- Maintain accurate records and reports related to reservations
- Handle guest concerns or booking issues and escalate when necessary
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The Company
What We Do
Dusit Thani Guam Resort is a luxury five-star beachfront resort located on Tumon Bay in Guam. As a branch of Dusit International, it blends Thai hospitality with world-class facilities, offering panoramic ocean views, luxurious suites, and a convention center. The resort provides a premium experience for both business and leisure travelers in the heart of the Pacific.
