Reservations Agent

Job Description

Handle guest reservations via phone, email, or online platforms. Assist with booking, modifying, or canceling reservations. Provide information on room types, rates, and hotel services. Ensure accurate entry of guest details into the system. Resolve guest inquiries and issues promptly while maintaining high customer service standards. Coordinate with other departments to meet guest needs.

Key Responsibilities

• Identify guest needs and assign the appropriate room type.
• Check room availability and rates before confirming reservations.
• Explain guarantee, cancellation, and special rate policies to guests.
• Record and accommodate special requests in the reservation system.
• Answer questions about hotel facilities, services, and room types.
• Apply sales techniques to maximize revenue.
• Correctly code and input special reservations (e.g., complimentary, employee discounts, travel agent rates).
• Follow proper procedures to escalate guest concerns when needed.
• Adhere to company policies, maintain professional appearance, and protect guest and company information.
• Welcome and assist guests, including individuals with disabilities, ensuring excellent service.
• Use clear and professional communication with guests and team members.
• Support team goals and maintain positive work relationships.
• Comply with quality standards and safety procedures.

Skill & Experience

• High school diploma or G.E.D. equivalent
• No prior work experience required
• No supervisory experience required
• No license or certification required