Reservation Agent

**Company Description** Mercure Serpong Alam Sutera**

Located in the heart of Alam Sutera, Mercure Serpong Alam Sutera is situated between EMC Hospital and Living World Shopping Mall, at the center of the lifestyle, entertainment, and gastronomical hub. Our 171 stylish rooms and modern facilities make our hotel ideal for both business and leisure traveler.

The Reservation Agent is responsible for handling all guest room reservation inquiries, confirmations, cancellations, and special requests efficiently and courteously. The role ensures all reservations are accurately entered into the system, maximizing room revenue while maintaining a high level of guest satisfaction.

**Key Responsibilities**:

- Provide accurate information about room types, rates, availability, hotel facilities, and promotions.
- Process and confirm reservations according to established hotel policies and procedures.
- Update and maintain reservation records accurately in the system (e.g., Opera PMS or other).
- Manage cancellations, modifications, and special requests with efficiency and accuracy.
- Coordinate with Front Office, Sales, and other departments to ensure smooth guest arrivals and special arrangements.
- Upsell room categories and hotel services to maximize revenue.
- Ensure guest data confidentiality and compliance with data protection policies.
- Maintain a thorough knowledge of the hotel’s products, services, and local attractions.
- Prepare daily reservation reports and assist in forecasting room occupancy.
- Handle group bookings in coordination with the Sales Department when required.
- Follow up on no-shows, late arrivals, and ensure billing accuracy.
- Provide excellent customer service and handle guest complaints or inquiries with professionalism.

**Qualifications**
- Minimum of **Diploma in Hospitality, Tourism, or related field.**
- ** Experience**: At least 1 year of experience in a similar role (preferred in hotel reservations or front office).
- ** Skills**:

- Excellent communication and telephone etiquette.
- Strong attention to detail and organizational skills.
- Proficiency in PMS (Opera, Fidelio, etc.) and Microsoft Office.
- Good command of English, both spoken and written; additional languages are an advantage.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Customer-oriented with a pleasant personality and positive attitude.

**Additional Information**
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can consider them.