Reservations Agent

Roles and responsibilities

Customer Service Skills

• Professional demeanor: Provide friendly and professional service to clients.
• Active listening: Understand client needs and preferences.
• Conflict resolution: Handle complaints or booking issues calmly and effectively.
• Empathy: Demonstrate understanding and patience with clients.

Communication Skills

• Verbal communication: Clearly convey reservation details, policies, and information.
• Written communication: Compose professional emails, confirmation messages, or chat responses.
• Multilingual abilities: Speaking additional languages can be an advantage in serving diverse clients.

Organizational and Administrative Skills

• Detail orientation: Ensure accuracy in booking details, special requests, and billing.
• Time management: Prioritize tasks and handle multiple reservations simultaneously.
• Record maintenance: Keep up-to-date records of bookings and client preferences.

Technical Skills

• Reservation systems expertise: Proficiency in platforms like Opera, Amadeus, Sabre, or similar.
• Basic IT knowledge: Troubleshoot minor technical issues and work with CRM systems.
• Payment systems: Process credit card transactions and manage secure payment systems.

Sales and Upselling Skills

• Service promotion: Recommend additional services, upgrades, or packages.
• Upselling: Identify opportunities to enhance client experiences with premium options.
• Product knowledge: Thorough understanding of services, promotions, and policies.

Problem-Solving Skills

• Quick decision-making: Address overbookings, cancellations, or last-minute changes efficiently.
• Adaptability: Manage unexpected situations without compromising customer satisfaction.
• Resourcefulness: Provide alternative solutions when faced with unavailable options.

Teamwork and Collaboration

• Interdepartmental coordination: Work with sales, operations, and front desk teams to ensure smooth service.
• Conflict management: Help resolve disputes involving scheduling or availability with other staff.

Cultural Sensitivity

• Global perspective: Understand and respect diverse cultural expectations and preferences.
• Custom service: Adapt communication and offerings based on client background.

Personal Attributes

• Calm under pressure: Handle high-pressure periods with professionalism and efficiency.
• Flexible schedule: Willingness to work weekends, holidays, and varying shifts.

Desired candidate profile

As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:

• Convert, quickly, inquiries into contracted business
• Respond, positively, to sales inquiries to develop future sales leads
• Identify sales leads, as appropriate
• Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation
• Provide prompt and efficient service while maintaining the hotels brand standards
  
  

What are we looking for?

A Reservations Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• A passion for delivering great customer service
• A highly professional telephone manner and excellent communication skills
• Outstanding administration and organizational skills
• Intermediate computer proficiency
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a Reservations environment
• Tertiary qualifications, or other collegiate-level degree