Cluster Reservations Agent (Mahe Based)

Job description

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The Cluster Reservations Agent is responsible for efficiently handling reservation inquiries for three Hilton properties in Seychelles: Waldorf Astoria Seychelles Platte Island, Mango House – LXR, and Canopy Seychelles. The role ensures accurate, timely, and personalized reservation services that reflect each brand’s standards, while maximizing room revenue and delivering exceptional guest experience from the very first point of contact.

Key Responsibilities

Reservations Handling

·  Manage incoming reservation requests via phone, email, and online channels for all three cluster properties.
·  Process bookings, amendments, cancellations, and special requests accurately and promptly.
·  Ensure all reservations adhere to hotel policies, rate structures, and availability.
·  Maintain up‑to‑date knowledge of room types, property facilities, promotions, and packages for each resort.

Guest Experience

·  Provide personalized service aligned with Waldorf Astoria, LXR, and Canopy brand standards.
·  Anticipate guest needs and recommend suitable accommodation and services.
·  Coordinate special requests (honeymoon amenities, transfers, island flights, dietary needs, etc.) with relevant departments.

Revenue & Efficiency

·  Maximize revenue by offering upsell options and ensuring rate parity across channels.
·  Follow all Hilton policies regarding rate management, deposit rules, and payment processing.
·  Support the Reservations Supervisor and Manager in achieving monthly revenue targets.

Systems & Administration

·  Use Hilton systems (OnQ PMS, R&I, GRO, Polaris, etc.) for reservations processing and reporting.
·  Maintain accurate guest records and ensure data integrity.
·  Prepare daily, weekly, and monthly reservation reports as required.

Coordination & Communication

·  Work closely with Front Office, Sales, Finance, and Operations teams across the three properties.
·  Ensure seamless communication regarding VIP arrivals, group bookings, and operational needs.
·  Support group and wholesale bookings when required.

 

 

Qualifications & Skills

Education & Experience

·  Diploma or Degree in Hospitality, Tourism, Business, or related field (preferred).
·  Minimum 1 year of experience in a hotel reservations or front office role, preferably in luxury properties or cluster environments.

Technical Skills

·  Knowledge of PMS/CRS systems (preferably Hilton OnQ).
·  Strong computer literacy (MS Office, email, CRM platforms).
·  Excellent written and verbal communication skills.

Personal Attributes

·  Strong customer service focus and professional telephone/email etiquette.
·  High attention to detail, accuracy, and organization.
·  Ability to multitask and work under pressure in a fast-paced environment.
·  Proactive, positive, and collaborative attitude.