Reservations Agent
Posted:
Job Title: Reservations Agent
Position Summary
Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.
Key Responsibilities
- Process all reservation requests, changes, and cancellations via phone, fax, or mail.
- Identify guest reservation needs and determine appropriate room type.
- Verify availability of room type and rate.
- Explain guarantee, special rate, and cancellation policies to guests.
- Accommodate and document special requests.
- Answer questions about property facilities, services, and room accommodations.
- Apply sales techniques to maximize revenue.
- Input and access data accurately in the reservation system.
- Indicate special room reservation types by entering correct codes and rates.
- Follow proper escalation procedures when addressing guest concerns.
- Comply with all company policies and procedures, including maintaining a clean and professional appearance, confidentiality of proprietary information, and protecting company assets.
- Safeguard the privacy and security of guests and coworkers.
- Welcome and acknowledge all guests according to company standards; anticipate and address service needs; assist individuals with disabilities; express genuine gratitude to guests.
- Communicate clearly and professionally, using appropriate telephone etiquette.
- Develop and maintain positive working relationships with team members; support common goals; listen and respond appropriately to concerns of other employees.
- Comply with quality assurance expectations and standards.
- Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
- Perform other reasonable job duties as requested by supervisors.
Qualifications
Preferred Qualifications
- Education: Diploma/Degree in Hospitality Management or related course.
- Related Work Experience: Minimum of 3 years of experience, with at least 2 years in a 5-star hotel.
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