Hugo's Group

Reservations Agent

  • Basis:  Full-Time
  • Closing Date:  14 Apr, 2023
  • Job Ref:  KMP-80416

Job Description

The Reservation Agent must ensure that all incoming calls and emails are handled in a courteous manner and ensure efficient resolution of all guest inquiries for various hotel services and operations.


  • Communicate directly with clients, offering prompt, friendly and courteous service to customers at all times
  • Coordinate with the sales department and manage all communication for group bookings
  • Maintain all calendars for the hotel
  • Manage all incoming booking requests from guests and reply in a timely manner
  • Negotiate rates and upsell rooms in the hotels
  • Provide booking updates on a daily basis
  • Receive calls and emails from customers and handle their queries efficiently
  • Process all incoming reservations and queries, manage the up-keep of the reservations records amongst other duties and ensure internal procedures are constantly being followed

Qualifications and assets:

  • Be logical, accurate and able to multi-task
  • Be fluent in English, Maltese and preferably another European language
  • Be computer literate in Word and Excel
  • Be well-organised and possess time management skills and be able to work flexible hours
  • Be able to work in a dynamic environment
  • Be self-motivated, able to work under pressure and adhere to deadlines
  • Good working knowledge of the Opera system
  • Have an eye for detail, be discrete and confidential with excellent telephone skills
  • Knowledge of online and internet bookings
  • Portray a professional image in line with the values of the company