About the Role

We are looking for a detail-oriented and service-minded Reservation Agent to manage guest reservations and support the booking process across ZIN Canggu's accommodation, experiences, and other relevant services.

This role is responsible for handling reservation inquiries, processing bookings accurately, communicating with guests and travel partners, and ensuring a smooth booking experience from inquiry to arrival.

Key Responsibilities

Handle reservation inquiries through phone, email, messaging platforms, OTAs, and other booking channels.

Process and confirm reservations accurately according to availability, rates, and booking policies.

Provide guests with accurate information regarding room types, rates, packages, facilities, and hotel services.

Monitor room availability and coordinate with the Front Office and Revenue teams regarding inventory and booking restrictions.

Manage booking modifications, cancellations, amendments, and special requests.

Ensure all reservation details are complete and accurately recorded in the PMS and relevant systems.

Coordinate guest special requests and preferences with the relevant operational departments.

Follow up on pending, tentative, and unconfirmed reservations when required.

Communicate effectively with guests, travel agents, corporate clients, and OTA partners.

Ensure reservations are handled according to ZIN's standards, policies, payment terms, and cancellation policies.

Support upselling and cross-selling of room categories, packages, experiences, and other ZIN services.

Monitor and respond to guest inquiries in a timely and professional manner.

Maintain accurate reservation records and ensure all booking documents and correspondence are properly filed.

Coordinate closely with Front Office, Revenue, Sales, Finance, and other departments to ensure smooth guest arrivals.

Identify and report reservation discrepancies, overbooking risks, rate issues, or system errors to the appropriate team.

Prepare or assist with daily reservation reports and other booking-related administrative tasks.

Maintain confidentiality and accuracy of guest and booking information.

Who You Are

Has experience in reservations, front office, hotel operations, or a similar hospitality role.

Strong communication skills, both written and verbal.

Customer-focused with a professional and friendly approach.

Detail-oriented and highly organized when handling booking information.

Comfortable using PMS, OTA extranets, email, and other reservation systems.

Has a good understanding of hotel room types, rates, availability, and reservation procedures.

Confident in handling guest inquiries, requests, and booking-related concerns.

Has good sales awareness and the ability to identify upselling opportunities.

Able to work under pressure and manage multiple reservations and inquiries simultaneously.

Proactive, responsive, and able to work effectively with different departments.

Flexible to work shifts, weekends, and public holidays when required.

What Success Looks Like

Success in this role means ensuring every reservation is accurate, timely, and professionally handled, creating a seamless experience from the first booking inquiry through to the guest's arrival.

This is not just a booking administration role. It is a guest-facing commercial role that turns inquiries into confirmed bookings while protecting both guest experience and ZIN's revenue.