The Reservation Agent at Green Coast Hotel – MGallery Collection is a dynamic and detail-oriented individual, will be responsible for managing all guest reservation requests, ensuring exceptional service, and maximizing room occupancy while maintaining the hotel’s high standards of quality and luxury.

This position requires excellent communication skills, a keen attention to detail, and the ability to work effectively under pressure in a fast-paced environment.

Main Responsibilities and Duties

• Manage inbound and outbound reservations via phone, email, and the hotel’s online booking system, ensuring accurate and timely processing of all requests.
• Provide personalized service to guests by offering tailored recommendations, answering queries regarding room types, amenities, and hotel services.
• Monitor and update room availability, ensuring optimal allocation of rooms based on demand, guest preferences, and special requests.
• Assist in revenue management strategies by recommending appropriate room rates and promoting upselling opportunities, such as suite upgrades and special packages.
• Work closely with the Front Desk, Sales, and Marketing teams to ensure smooth coordination of reservations and guest experiences.
• Confirm reservations, send pre-arrival information, and follow up with guests to ensure a seamless check-in process.
• Maintain accurate records of reservations, cancelations, no-shows, and amendments, providing reports as required by management.
• Handle VIP reservations and special guest requests with the utmost attention to detail, ensuring a personalized and luxurious experience.

Requirements

• Previous experience in a reservations role (for 1-2 years) preferably in a five-star or luxury hotel environment.
• Knowledge of hotel booking systems and reservation software.
• Fluency in English and Albanian; knowledge of additional languages is a plus.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Excellent problem-solving abilities and a proactive approach to guest service.
• A passion for luxury hospitality and commitment to providing high-level customer service.
• Flexibility to work varying shifts, including weekends and holidays.

Main Competencies

• Guest Service Excellence
• Upselling & Revenue Maximization
• Communication Skills
• Problem-Solving
• Attention to Detail
• Team Collaboration
• Organizational Skills

Benefits

Work Conditions:

Green Coast Hotel-MGallery Collection is an equal opportunity employer that offers a professional and dynamic work environment, an attractive compensation and benefits package, and opportunities to develop your professional potential fully.

• All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the "Protection of Personal Data".
• Only shortlisted candidates will be contacted.