Reservations Agent

Hotel Overview

Nestled in the lush forests of Bali, Capella Ubud is a luxury tented camp designed by renowned architect Bill Bensley. The property reflects a seamless harmony between nature, culture, and refined craftsmanship, offering guests an intimate and immersive luxury experience.

At Capella Ubud, Bali, you are invited to bring your purpose to life through meaningful work, creating exceptional and memorable guest experiences. As an award-winning company certified as a Great Place to Work, we are committed to fostering a culture of excellence, passion, and continuous development.

Position Overview

The Reservations Agent is responsible for managing all accommodation reservations with professionalism, efficiency, and exceptional guest service. This role serves as an important first point of contact for prospective guests, ensuring a seamless reservation experience while maximizing room revenue and occupancy through effective sales and communication techniques.

The successful candidate will demonstrate excellent attention to detail, strong communication skills, and a passion for delivering personalized luxury hospitality experiences.

The RoleReservations & Guest Services

• Handle reservation inquiries through telephone, email, and other communication channels in a professional and timely manner.
• Process, modify, and confirm guest reservations accurately and efficiently.
• Provide comprehensive information regarding accommodation, facilities, experiences, promotions, and services.
• Record guest preferences, special requests, and relevant information accurately within the reservation system.
• Deliver personalized service that reflects Capella Ubud's luxury hospitality standards.
• Maintain positive guest interactions and ensure a seamless booking experience.

Revenue Optimization & Sales

• Maximize room revenue and occupancy through effective upselling and suggestive selling techniques.
• Promote hotel experiences, packages, and additional services to enhance guest value.
• Maintain awareness of room inventory, availability, and rate strategies.
• Support departmental revenue goals through proactive reservation management.

Reservation Administration & Systems

• Maintain accurate reservation records and guest profiles.
• Ensure all reservation information is entered, updated, and verified correctly within Opera PMS and related systems.
• Support reservation call audits and quality assurance initiatives.
• Prepare reservation reports and documentation as required.
• Ensure compliance with reservation procedures, policies, and service standards.

Communication & Coordination

• Coordinate effectively with Front Office, Sales, Revenue Management, Housekeeping, and other operational departments.
• Communicate guest requirements and special requests accurately to relevant teams.
• Respond promptly to guest inquiries and follow up on outstanding requests.
• Maintain clear, professional, and effective communication at all times.

Quality & Service Standards

• Uphold Capella Ubud service standards and operational procedures.
• Maintain confidentiality and security of guest information.
• Deliver exceptional customer service with accuracy, courtesy, and professionalism.
• Contribute to the continuous improvement of reservation processes and guest satisfaction.

Talent ProfileRequired Qualifications & Experience

• Diploma or Degree in Hospitality, Tourism, Hotel Management, or a related field.
• Minimum 1 year of experience in Reservations within a luxury hotel or luxury hospitality brand.
• Experience in reservation call audits and quality monitoring.
• Hospitality graduate preferred.
• Fluent in spoken and written English; additional language skills are an advantage.

Skills & Competencies

• Strong customer service orientation and guest engagement skills.
• Excellent verbal and written communication skills.
• Strong attention to detail, accuracy, and organizational abilities.
• Ability to multitask and perform effectively in a fast-paced environment.
• Ability to perform basic mathematical calculations accurately.
• Strong problem-solving and decision-making skills.
• Self-motivated, adaptable, and hardworking with a positive attitude.
• Collaborative team player with excellent interpersonal skills.

Technical Knowledge

• Proficient in Opera PMS.
• Advanced proficiency in Microsoft Office applications, including Outlook.
• Familiarity with reservation systems, reporting, and operational procedures.

Additional Requirements

• Flexible to work shifts, weekends, and public holidays.
• Demonstrates professionalism, courtesy, cooperativeness, and follow-through.
• Committed to delivering excellence in guest service and operational performance.

Kindly be informed that only shortlisted candidates will be contacted.