Reservation Agent

Your Role in the Story

As a Reservation Agent at LUURA, you play a pivotal role in delivering an exceptional guest experience across multiple offerings of LUURA. You are the first point of contact for guests seeking information or making bookings, ensuring that reservations are processed accurately and efficiently. Your work directly contributes to revenue growth, guest satisfaction, and smooth coordination between Front Office, Revenue Management, and other hotel departments.

This role requires attention to detail, professionalism, accuracy, and excellent communication skills, as most tasks are performed independently with a focus on delivering high-quality service.

Key Responsibilities

• Handle incoming reservation requests via phone, email, and online channels for all LUURA properties.
• Provide accurate information regarding room types, rates, availability, hotel services, F&B Rikas concepts, and spa offerings.
• Process and confirm reservations, amendments, cancellations, and special requests promptly.
• Ensure all guest bookings are recorded accurately in the hotel management system.
• Maintain up-to-date knowledge of promotions, packages, and policies across all properties in the cluster.
• Communicate effectively with Front Office, Revenue Management, F&B, Spa, and other relevant departments to ensure smooth operations.
• Upsell rooms, packages, F&B experiences, spa treatments, and other hotel services where appropriate to maximize revenue.
• Respond to guest inquiries professionally, courteously, and promptly.
• Resolve guest issues related to reservations, booking errors, or special requests in a timely and professional manner.
• Maintain proper documentation for all reservations, deposits, and correspondence.
• Follow lost & found and data protection procedures as required.
• Contribute to the smooth operation of the cluster reservation system, adhering to SOPs and LUURA standards.
• Ensure accurate allocation of tables for F&B outlets and seating arrangements according to guest requests and restaurant capacity.
• Manage F&B booking amendments, cancellations, and special requests, including dietary requirements or special celebrations.
• Coordinate with restaurant hosts, managers, and F&B teams to ensure seamless service and table readiness.
• Record spa bookings accurately, ensuring proper allocation of therapists and treatment rooms.
• Manage spa booking amendments, cancellations, and special requests, including preferred therapists and health considerations.
• Coordinate with spa reception, therapists, and housekeeping to ensure treatment rooms are ready and fully prepared.
• Track and report booking patterns for rooms, F&B, and spa to support staffing, scheduling, and revenue decisions.
• Communicate guest preferences or special requirements to relevant teams in advance to enhance the guest experience.
• Monitor booking trends to optimize room inventory, F&B capacity, and spa schedules.
• Maintain a professional appearance, demeanor, and communication at all times.
• Adhere strictly to LUURA standards, SOPs, and company policies in all booking activities; as well as Rikas regarding the F&B.

Who We’re Looking For

• Previous experience (at least 2 years) in hotel or F&B reservations, or front office operations is preferred.
• Strong communication and interpersonal skills, with a guest-focused mindset.
• High level of accuracy and attention to detail in handling bookings and guest information.
• Proficiency in hotel reservation systems and MS Office applications.
• Ability to work independently and efficiently in a multi-property environment.
• Ability to multitask and handle high volumes of reservations during peak periods.
• Flexible, reliable, and organized with good time management skills.
• Professional, polite, and service-oriented in all interactions.
• Good command of English; additional language skills are an advantage.
• Eligible to work in an EU country.
• Committed to creating exceptional, memorable guest experiences that reflect brand values.
• Passionate about hospitality, culinary trends, culture, and the art of service.

Perks You’ll Love

• Team rates at LUURA, Ennismore & Accor properties worldwide.
• Discounts at our restaurants, bars, and cafes.
• Access to art, cultural events & live music nights.
• Recognition that matters — from surprise gifts to team celebrations.
• Beautiful team spaces & comfortable accommodation (where applicable).

Ready to Dive In?

Bring your energy, your ideas, and your true self — and let’s create something unforgettable together.

Apply now and start your journey with LUURA.