Reservation Agent - German/French speaker

The Reservation Agent - German/French Speaker is responsible for handling accommodation reservations, guest inquiries, and booking requests while delivering exceptional customer service and maximizing revenue opportunities. The role serves as a key point of contact for guests and travel partners, ensuring reservation accuracy, efficient communication, and personalized assistance in German/French and English. The Reservation Agent contributes to achieving occupancy and revenue objectives while maintaining the highest standards of luxury hospitality. Main Duties: - Manage reservation requests received through telephone, email, online platforms, and other communication channels in a professional and timely manner. - Provide accurate information regarding room categories, rates, packages, promotions, facilities, services, and guest experiences to prospective guests. - Process, amend, and cancel reservations in accordance with established procedures while ensuring the accuracy of guest profiles and booking details. - Deliver personalized service in German/French and English, assisting guests with inquiries, preferences, special requests, and travel-related requirements. - Maximize room revenue through effective upselling, cross-selling, and promotion of available room categories, packages, and hotel services. - Maintain comprehensive knowledge of accommodation offerings, promotions, policies, loyalty programs, and guest experiences to provide informed recommendations. - Liaise closely with Front Office, Sales, Revenue Management, and other operational departments to ensure seamless handling of reservations and guest requirements. - Monitor room availability, booking pace, market demand, and reservation trends to support occupancy and revenue objectives. - Ensure all reservation records, guest profiles, market segments, and booking information are updated accurately within the property management system. - Handle FIT, corporate, group, and travel trade reservation requests while ensuring compliance with established guidelines and contractual agreements. - Respond promptly and professionally to guest feedback, concerns, and reservation-related issues, ensuring effective resolution and guest satisfaction. - Maintain confidentiality of guest information and ensure compliance with company policies, reservation procedures, and data protection requirements. - Prepare reservation reports, forecasts, occupancy updates, and other administrative documentation as required by management. - Support departmental goals by maintaining productivity, service excellence, accuracy, and a strong focus on guest satisfaction. - Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field. - Minimum 1-2 years of experience in Reservations, Front Office, Guest Services, or a similar hospitality role, preferably within a luxury hotel environment. - Fluency in German and English or French and English, with excellent verbal and written communication skills. - Strong understanding of reservation operations, room inventory management, guest service principles, and luxury hospitality standards. - Experience working with Property Management Systems (PMS), Central Reservation Systems (CRS), and Microsoft Office applications. - Proven ability to maximize revenue through upselling, cross-selling, and effective guest engagement. - Strong organizational skills with exceptional attention to detail, accuracy, and follow-through. - Excellent interpersonal, communication, and problem-solving abilities with a guest-focused approach. - Ability to manage multiple priorities and perform effectively in a fast-paced environment while maintaining a high level of professionalism.

Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field. Minimum 1-2 years of experience in Reservations, Front Office, Guest Services, or a similar hospitality role, preferably within a luxury hotel environment. Fluency in German and English or French and English, with excellent verbal and written communication skills. Strong understanding of reservation operations, room inventory management, guest service principles, and luxury hospitality standards. Experience working with Property Management Systems (PMS), Central Reservation Systems (CRS), and Microsoft Office applications. Proven ability to maximize revenue through upselling, cross-selling, and effective guest engagement. Strong organizational skills with exceptional attention to detail, accuracy, and follow-through. Excellent interpersonal, communication, and problem-solving abilities with a guest-focused approach. Ability to manage multiple priorities and perform effectively in a fast-paced environment while maintaining a high level of professionalism.

Manage reservation requests received through telephone, email, online platforms, and other communication channels in a professional and timely manner. Provide accurate information regarding room categories, rates, packages, promotions, facilities, services, and guest experiences to prospective guests. Process, amend, and cancel reservations in accordance with established procedures while ensuring the accuracy of guest profiles and booking details. Deliver personalized service in German/French and English, assisting guests with inquiries, preferences, special requests, and travel-related requirements. Maximize room revenue through effective upselling, cross-selling, and promotion of available room categories, packages, and hotel services. Maintain comprehensive knowledge of accommodation offerings, promotions, policies, loyalty programs, and guest experiences to provide informed recommendations. Liaise closely with Front Office, Sales, Revenue Management, and other operational departments to ensure seamless handling of reservations and guest requirements. Monitor room availability, booking pace, market demand, and reservation trends to support occupancy and revenue objectives. Ensure all reservation records, guest profiles, market segments, and booking information are updated accurately within the property management system. Handle FIT, corporate, group, and travel trade reservation requests while ensuring compliance with established guidelines and contractual agreements. Respond promptly and professionally to guest feedback, concerns, and reservation-related issues, ensuring effective resolution and guest satisfaction. Maintain confidentiality of guest information and ensure compliance with company policies, reservation procedures, and data protection requirements. Prepare reservation reports, forecasts, occupancy updates, and other administrative documentation as required by management. Support departmental goals by maintaining productivity, service excellence, accuracy, and a strong focus on guest satisfaction.