Reservation Agent

Roles and responsibilities

• Customer Service and Communication:

  • Responding to customer inquiries via phone, email, or live chat regarding reservations, services, and availability.
  • Providing detailed information about the services offered (e.g., room types, packages, amenities, rates, etc.).
  • Ensuring that customer requests are handled promptly and professionally.

• Booking and Reservation Management:

  • Making reservations for customers, ensuring the correct details (dates, times, room types, and special requests) are entered into the system.
  • Modifying or canceling reservations based on customer needs.
  • Processing reservations through various booking systems and platforms (e.g., GDS, online travel agencies, or in-house software).

• Data Entry and Record-Keeping:

  • Accurately entering customer information and reservation details into the company’s database or booking system.
  • Maintaining organized records of current and past bookings for easy retrieval.
  • Ensuring that reservations are confirmed and payment information is processed, if applicable.

• Upselling and Promoting Services:

  • Promoting additional services such as special packages, upgrades, or add-ons (e.g., spa services, meal plans, car rentals).
  • Offering discounts or special rates to encourage bookings, especially during off-peak times.

• Issue Resolution:

  • Addressing any booking errors, discrepancies, or issues that arise, such as overbookings or customer complaints.
  • Offering solutions to resolve problems, such as rebooking, providing compensation, or assisting with special requests.

• Collaboration with Other Departments:

  • Coordinating with other departments (e.g., housekeeping, front desk, concierge) to ensure seamless service delivery and customer satisfaction.
  • Providing other departments with updated booking information and special requests from guests.

• Payment Processing and Billing:

  • Handling payment transactions, including collecting payment details or processing deposits.
  • Ensuring that charges are applied accurately to customers’ accounts or reservations.

• Monitoring Availability:

  • Keeping track of available services, such as rooms or seats, and ensuring that the booking system reflects accurate availability.
  • Working with the sales or operations team to adjust availability and pricing as needed.

Desired candidate profile

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Qualifications:

• Experience: Minimum of 1 year of experience in hotel reservations or front office operations.
• Technical Skills: Proficiency in hotel property management systems.
• Communication Skills: Excellent written and verbal communication skills.
• Attention to Detail: Exceptional organizational and multitasking skills. Ability to handle high volumes of reservations without compromising on accuracy.
• Customer Service: A strong customer service orientation with a focus on delivering a superior guest experience.
• Problem-Solving: Ability to resolve issues or conflicts in a professional and calm manner.
• Flexibility: Ability to work flexible hours, including weekends and holidays, as required in the hospitality industry.