Guest Service Agent Reservation Call Center

Pullman Hotels & Resorts

Job Description

This job opportunity is with a planned starting date of 1st September 2025.

Reservations

Key Responsibilities:

• Handle individual and group room reservation requests via phone, email, or other channels.
• Accurately enter bookings into the reservation system (e.g., Opera, PMS).
• Provide information about room types, rates, promotions, and availability.
• Upsell rooms and services to maximize revenue.
• Ensure all reservation details are accurate and updated.
• Process reservation modifications and cancellations in line with company policy.
  
  

Call Center Operations

• Answer inbound calls promptly and professionally.
• Respond to general inquiries, complaints, or requests for information.
• Redirect calls to appropriate departments when necessary.
• Log all guest interactions in the CRM or ticketing system.
• Handle last-minute requests or emergencies calmly and efficiently.
  
  

Qualifications

• 1 2 years of experience in reservations, call center, or customer service.
• Familiarity with hotel reservation systems (e.g., Opera) and telephone systems.
• Excellent communication and interpersonal skills.
• Ability to multitask, stay calm under pressure, and solve problems efficiently.
• Flexible with working hours, including weekends and holidays.