The role
03What you’ll do We are looking for a Reservations Agent to join the team at SLS Barcelona. Reporting to the , you will be responsible for assisting guests with their reservations, providing tailored recommendations to meet their needs, and delivering exceptional support throughout the booking journey
01Handle all guest room reservation requests, modifications, and cancellations in accordance with established policies and procedures
02Assist guests with reservation enquiries, providing personalized recommendations and ensuring an exceptional booking experience
03Handle all incoming calls in accordance with LQA standards, ensuring a professional, personalized, and efficient guest experience
04Ensure reservation accuracy across all booking details, including market segments, channels, routing instructions, traces, and guest profiles
05Review and verify all daily reservations, ensuring guest preferences, special requests, and reservation details are accurately communicated to the Front Office team to support smooth operations and avoid discrepancies
06Identify discrepancies or errors in rate mapping, room mapping, offers, and distribution channels, promptly escalating them to the Revenue Manager to ensure timely resolution
07Monitor and follow up on potentially fraudulent reservations that may impact revenue performance
08Manage no-shows and non-guaranteed reservations to maximize inventory utilization
09Ensure all distribution channels effectively support the hotel's commercial strategy while maintaining rate parity
10Maintain effective communication with key departments, including Sales, Front Office, Concierge, Finance, and any other relevant stakeholders
11Drive upselling opportunities in line with established guidelines to enhance guest satisfaction and maximize revenue
12Proactively identify and communicate any reservation- or system-related issues to ensure operational efficiency and an exceptional guest experience
13Support the onboarding and training of team members as required
