Reservations Agent.

Core Responsibilities:

Handle all incoming reservation requests via phone, email, and online booking platforms.

Accurately process, confirm, modify, and cancel reservations in the Property Management System (PMS).

Ensure that reservations are recorded with complete details including guest information, payment method, and special requests.

Monitor daily availability, room allocations, and rate changes in line with hotel revenue strategies.

Provide professional and prompt responses to guest inquiries regarding availability, rates, packages, and hotel services.

Promote upselling opportunities (room upgrades, F&B packages, special experiences).

Maintain a high level of product knowledge (room types, amenities, promotions, local attractions).

Deliver personalized service that reflects the values of “Caymankind.”

Liaise with the Front Office, Sales, and F&B teams to ensure seamless service for groups and individual guests.

Communicate guest preferences and special requests to relevant departments.

Assist in preparing group rooming lists, confirmations, and pre-arrival arrangements.

Prepare daily, weekly, and monthly reservation reports as directed by the Front Office Manager.

Ensure data accuracy and compliance with the Data Protection Act (2017).

Actively monitor and ensure Guest requests are being actioned within the Guest Digital Valet platfroms.

Knowledge, Skills, and Competencies:

High school diploma (required); Associate degree or diploma in Hospitality or Tourism (preferred).

Certification in reservations or hospitality systems an asset.

Minimum 2 years’ experience in reservations, front desk, or hospitality customer service.

Experience with Opera, Fidelio, or similar PMS/CRS systems strongly preferred.

Excellent communication skills (verbal & written).

Strong organizational skills and attention to detail.

Ability to multitask and handle high call/email volumes under pressure.

Computer literate with proficiency in Microsoft Office and online booking systems.

Sales-minded with ability to upsell rooms and packages.
Additional Requirements: This job description is not an exhaustive list of all job functions required for this position. Additional duties may be assigned as needed based on business demands.