Job description
Indonesia Surfaris is seeking a proactive and guest-focused Reservation Agent to join our Bali-based team. As a primary touchpoint for travelers, you will transform inquiries into seamless reservations, offering expert guidance on tours, activities, and accommodations while upholding our commitment to exceptional service.
In this full-time position, you will manage phone, email, and live chat communications with travelers worldwide. You will verify availability, process bookings, arrange transfers, and provide post-booking support to ensure every guest has a smooth experience from inquiry to return home. The ideal candidate thrives in a fast-paced hospitality environment, possesses excellent communication skills in English and Indonesian, and is passionate about delivering memorable Bali adventures.
What you will do includes addressing inquiries with accuracy and warmth, upselling relevant experiences, maintaining accurate reservation records, and collaborating with operations and guides to coordinate arrivals, departures, and special requests. You will use our reservation system to update guest details, manage changes, and resolve issues quickly. This is a fantastic opportunity to grow within a vibrant travel brand that values teamwork, integrity, and guest satisfaction. We offer a competitive salary, staff travel discounts, and opportunities for professional growth in a collaborative, customer-centric environment. You will participate in ongoing product training to stay current on Bali experiences and seasonal offerings.
Responsibility
- Handle inbound and outbound inquiries via phone, email, and live chat to convert inquiries into confirmed reservations.
- Provide accurate information on tours, accommodations, pricing, and terms; upsell relevant experiences when appropriate.
- Manage and update reservations in the reservation system; coordinate changes, cancellations, and special requests.
- Confirm availability, arrange transfers, and communicate details to guests and operations teams.
- Deliver exceptional guest service by maintaining a friendly, professional demeanor and timely responses.
- Maintain guest records with precision and privacy; ensure data integrity and compliance with company policies.
- Collaborate with sales, operations, and guides to ensure seamless guest experiences from arrival to departure.
- Identify opportunities for process improvements to enhance efficiency and guest satisfaction.
Qualification
- Proven experience in reservations, travel agency, or hospitality roles.
- Excellent verbal and written communication in English and Indonesian; additional languages a plus.
- Strong customer-service mindset with the ability to manage multiple inquiries simultaneously.
- Proficient in using reservation systems and Microsoft Office; aptitude for learning new software quickly.
- Problem-solving skills, attention to detail, and a proactive, can-do attitude.
- Ability to work in a fast-paced environment and adapt to changing guest needs.
- Knowledge of Bali attractions, tours, and local logistics is a plus.
- Team player with a positive attitude and commitment to guest satisfaction.