Reservations Agent

Hugo’s Group is Malta’s premier hospitality and entertainment brand, bringing together vibrant nightlife destinations, a signature burger bar, and two cutting-edge hotels. Built on a foundation of exceptional service and forward-thinking innovation, we continue to set new standards in guest experiences.

At Hugo’s Group, we offer rewarding career opportunities, competitive benefits, and a collaborative environment where teamwork is at the heart of everything we do. As proud holders of the Equality Mark certification, we are deeply committed to fostering an inclusive, supportive, and transparent workplace where every individual has the opportunity to thrive.

If you’re driven, energetic, and passionate about hospitality, join our dynamic team and play a key role in creating unforgettable experiences for guests from across the globe.

The Reservation Agent must ensure that all incoming calls and emails are handled in a courteous manner and ensure efficient resolution of all guest inquiries for various hotel services and operations.

Responsibilities

• Communicate directly with clients, offering prompt, friendly and courteous service to customers at all times

• Coordinate with the sales department and manage all communication for group bookings

• Maintain all calendars for the hotel

• Manage all incoming booking requests from guests and reply in a timely manner

• Negotiate rates and upsell rooms in the hotels

• Provide booking updates on a daily basis

• Receive calls and emails from customers and handle their queries efficiently

• Process all incoming reservations and queries, managing the upkeep of the reservations records, amongst other duties and ensuring internal procedures are constantly being followed

Qualifications and Assets

• Be logical, accurate and able to multitask

• Be fluent in English, Maltese and preferably another European language

• Be computer literate in Word and Excel

• Be well-organised and possess time management skills, and be able to work flexible hours

• Be able to work in a dynamic environment

• Be self-motivated, able to work under pressure and adhere to deadlines

• Good working knowledge of the Opera system

• Have an eye for detail, be discreet and confidential, with excellent telephone skills

• Knowledge of online and internet bookings

• Portray a professional image in line with the values of the company