Reservations Agent

Key Responsibilities

• Process all reservation requests, changes, and cancellations received via phone, fax, or mail.
• Identify guest reservation needs and determine the appropriate room type and rate.
• Verify room availability and explain guarantee, special rate, and cancellation policies clearly.
• Accommodate and document special guest requests and answer queries about property facilities, services, and room accommodations.
• Apply proven sales techniques to maximize revenue opportunities.
• Accurately input and access data in the reservation system, including special reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale bookings).
• Escalate guest concerns appropriately to resolve issues.
• Follow all company policies and procedures, ensuring a professional, clean uniform and personal appearance.
• Protect proprietary information, guest privacy, coworker security, and company assets.
• Welcome and acknowledge all guests warmly, anticipating and addressing their service needs, including assisting individuals with disabilities.
• Communicate clearly and professionally with colleagues and guests, practicing excellent telephone etiquette.
• Build and maintain positive working relationships within the team to achieve common goals.
• Maintain quality assurance standards and expectations.
• Perform physical tasks as required, including moving, lifting, carrying, pushing, or pulling objects weighing up to 10 pounds without assistance.
• Perform other reasonable duties as requested by supervisors.

Qualifications and Requirements

• Education: Diploma or Degree in Hospitality Management or a related course.
• Experience: Minimum of 3 years of related experience, with at least 2 years of experience in a 5-star hotel.