The Bay Street Group boasts a diverse portfolio centred around three entertainment-focused pillars: Retail, Hospitality, and Food and Beverage. The Bay Street Shopping Complex provides a delightful blend of high street brands with over 50 retail outlets, restaurants, services, family entertainment, and even houses the four-star be.HOTEL. Additionally, the Group proudly manages the award-winning 5-star Hyatt Regency Malta and operates the Rainforest Café Malta franchise within the Bay Street Shopping Complex.

Role description

As a Reservation Agent, you will play a key role in providing exceptional customer service by assisting guests with their reservation inquiries and ensuring the smooth processing of bookings. You will handle reservations via phone, email, and online booking systems, offering detailed information about the Hotel, its facilities, and local attractions. Your focus will be on delivering a seamless booking experience, maintaining accurate reservation records, and supporting the Reservations team in maximising hotel occupancy and revenue.

Responsibilities include, but are not limited to:

Process reservations via email, telephone, and online systems.
Maintain good knowledge of room types, locations, and layouts.
Stay informed about rates, availability, and package benefits.
Understand and apply the hotel’s credit policy when handling reservations.
Accurately input reservations into the PMS, including all relevant details.
Maintain organised records and assist with reports as required.
Ensure guest profiles are updated and accurate in the system.
Coordinate with the sales team on group bookings and rooming lists.
Communicate reservation updates to the front office team.
Handle cancellations and modifications promptly.
Ensure all records in the PMS are accurate and up to date.
Follow hotel policies on guaranteed reservations and no-shows.
Process advanced deposits and monitor room availability.
Respond to inquiries and manage daily correspondence professionally.
Maintain a clean, organised, and professional workspace.
Build positive relationships with guests and colleagues.
Resolve any issues related to reservations efficiently.
Promote reservation services and support revenue generation.
Upsell additional services and room upgrades when possible.
Monitor occupancy, rates, and performance against targets.
Conduct daily reservation checks for upcoming arrivals.
Ensure approvals for complimentary stays are obtained.
Stay knowledgeable about market segments and rate plans.

Requirements:

A minimum of 6 months’ experience as a Customer Care Agent within the hotel industry.
Strong verbal and written communication skills in English; additional languages will be considered an asset.
Currently residing in Malta.

What we offer:

Complimentary daily staff meals.
Free on-site parking.

At be.HOTEL, we are proud to be a fair and inclusive employer. We celebrate diversity and are committed to providing equal employment opportunities to all individuals regardless of gender, age, nationality, disability, religion, sexual orientation, or any other protected characteristic. Our hiring decisions are based on merit, qualifications, and business needs

Reservations Agent

Job Description