Reservations Agent

Description

Summary: The Reservations Agent ensures efficient, accurate, and commercially aware reservations, supporting revenue strategy and maintaining partner relationships. Highlights: 1. Key role in shaping the guest journey from the first interaction 2. Maximise revenue opportunities through upselling and cross-selling 3. Collaborative environment with cross-department coordination **About The Miiro Borneta Hotel** The Miiro Borneta boasts 92 rooms, an atmospheric restaurant with open\-plan kitchen, and a cocktail bar. Its rooftop terrace offers the perfect vantage point for soaking up the sights of downtown Barcelona. Positioned in the charismatic old artisan quarter of El Born, the Miiro Borneta Hotel invites you to discover the charms of the Ciutat Vella. **About the Role** As a Reservations Agent, you will play a key role in shaping the guest journey from the very first interaction. You will be responsible for ensuring an efficient, accurate, and commercially aware reservations process, while supporting the hotel’s revenue strategy and maintaining strong relationships with key partners. This position reports directly to the Rooms Division Manager. **Key Responsibilities** **Reservations \& Operations** * 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 * Ensure all bookings are correctly entered and maintained in the PMS and internal systems * Process prepayments, deposits, and billing instructions in line with company procedures * Maintain up\-to\-date knowledge of room types, availability, rates, and promotions * Handle guest inquiries via phone, email, and online channels in a professional and timely manner * Manage and coordinate group bookings of fewer than 10 rooms, including rooming lists and special requirements **Revenue Awareness \& Inventory Control** * Maximise revenue opportunities through upselling and cross\-selling of rooms and hotel services * Support inventory management in coordination with Front Office and Revenue teams * Monitor availability and booking trends to ensure alignment with the hotel’s strategy * Inform the Revenue Department of any system discrepancies, rate inconsistencies, or inventory issues * Assist with reporting on pick\-up, occupancy, and reservations performance when required **Room Blocking \& Inventory Coordination** * Coordinate room blocking in alignment with operational and commercial priorities * Ensure accurate allocation of rooms for VIPs, long stays, groups, and special requests * Work closely with Front Office and Housekeeping to optimise room readiness and availability * Monitor and adjust room allocations based on operational needs and last\-minute changes **Partner \& Travel Agent Relations** * Manage and maintain relationships with existing travel agents and lifestyle/luxury partners * Handle inquiries and bookings from travel agents, ensuring a high level of service and follow\-up * Identify opportunities to drive repeat business through strong partner communication * Act as a key contact point for partners, ensuring smooth coordination with internal teams **Cross\-Department Coordination** * Work closely with Front Office, Housekeeping, Sales, Revenue, and Guest Experience teams to ensure operational alignment * Provide operational support to the Front Desk team during periods of high demand, ensuring seamless guest service * Coordinate with the Guest Experience team to share reservation details and VIP information, enabling personalised guest experiences * Ensure all teams are consistently informed of current website promotions and packages, as well as any updates or changes * Ensure clear communication of guest preferences, VIPs, and operational needs **Channels \& Systems** * Support OTA and channel management processes, including availability, restrictions, and rate consistency * Ensure rate parity and correct system configuration in coordination with Revenue **Guest Experience \& Problem Solving** * Handle guest requests, complaints, and special requirements efficiently and professionally * Ensure all interactions reflect the hotel’s service standards and guest experience goals **Reporting \& Administration** * Prepare and submit weekly and monthly reports as required by the department * Maintain accurate records and ensure data integrity across all systems **Process \& Continuous Improvement** * Follow established SOPs and contribute to their improvement when needed * Ensure compliance with company standards and data protection policies **What We Are Looking For** * Previous experience in Reservations or Front Office within a 4\* or 5\* hotel * Excellent command of Spanish and English (additional languages are a plus) * Strong organisational skills and attention to detail * Ability to multitask and work efficiently in a fast\-paced environment * Ability to work under pressure while maintaining accuracy and service standards * Strong ability to prioritise tasks and manage workload effectively * Commercial awareness and understanding of revenue opportunities * Strong communication and interpersonal skills * Proactive, solution\-oriented mindset * Ability to work independently while maintaining strong team collaboration * Flexibility to work shifts, including weekends if required **What We Offer** * Competitive salary * Private health insurance (Sanitas) * Training and development opportunities * Employee discounts within Miiro Hotels * Career progression opportunities within a growing company * A dynamic and collaborative work environment