Reservations Agent

1w1 week ago

Miiro Hotels

Barcelona, ES · Full-time · €21,000 – €26,000

About this role

The Miiro Borneta Hotel boasts 92 rooms, an atmospheric restaurant with open-plan kitchen, cocktail bar, and rooftop terrace overlooking downtown Barcelona in El Born. As Reservations Agent, you shape the guest journey from first interaction, ensuring efficient, accurate reservations supporting revenue strategy. This role reports to the Rooms Division Manager.

Manage guest reservations, handle requests, modifications, cancellations, and process prepayments with attention to detail. Maintain bookings in PMS systems and stay updated on room types, availability, rates, promotions. Respond to inquiries via phone, email, online channels professionally.

Maximise revenue by upselling rooms and services, support inventory control with Front Office and Revenue teams. Coordinate room blocking for VIPs, groups under 10 rooms, long stays, aligning operational priorities. Monitor trends, report discrepancies to Revenue Department.

Maintain relationships with travel agents and luxury partners, handle their bookings and inquiries. Collaborate with Front Office, Housekeeping, Sales, Revenue, Guest Experience for seamless operations. Provide Front Desk support during high demand, share VIP details for personalised experiences.

Support OTA and channel management for availability. Ensure teams know website promotions, packages, updates. Drive repeat business through strong partner communication and internal coordination.

Requirements

Proficiency in Property Management Systems (PMS) for accurate booking entry and maintenance
Knowledge of room types, rates, availability, and hotel promotions
Experience handling phone, email, and online guest inquiries in hospitality
Familiarity with OTA channels and inventory management
Ability to manage group bookings under 10 rooms including rooming lists
Skills in revenue optimisation through upselling and cross-selling
Strong coordination with front office and revenue teams on room allocations
Attention to detail for prepayments, deposits, and billing instructions

Responsibilities

Manage all guest reservations, ensuring a smooth, accurate, and efficient booking process
Handle reservation requests, modifications, and cancellations with a high level of attention to detail
Process prepayments, deposits, and billing instructions in line with company procedures
Maximise revenue opportunities through upselling and cross-selling of rooms and hotel services
Coordinate room blocking in alignment with operational and commercial priorities
Manage and maintain relationships with existing travel agents and lifestyle/luxury partners
Work closely with Front Office, Housekeeping, Sales, Revenue, and Guest Experience teams
Support OTA and channel management processes, including availability