Reservations Agent

About the role

The Reservations Agent is responsible for handling all reservation requests, changes, and cancellations for guests at the hotel. The role requires clear communication, attention to detail, and the ability to follow sales techniques to maximize revenue while providing excellent guest service.

Key responsibilities

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest needs, verify room availability and rates, and explain guarantee, special rate, and cancellation policies.
• Accommodate and document special requests and answer questions about property facilities and services.
• Input and access data in the reservation system, including special room types and rates.
• Follow sales techniques to maximize revenue and follow proper escalation procedures for guest concerns.
• Maintain company policies, professional appearance, confidentiality, and protect company assets.
• Welcome and acknowledge guests, anticipate service needs, assist individuals with disabilities, and communicate clearly.
• Develop positive working relationships, support team goals, and comply with quality assurance standards.
• Perform physical tasks such as moving objects up to 10 pounds and other reasonable duties as requested.

Required profile

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