Reservations Agent

Responsibilities of the role:

• Respond to guest inquiries via phone, email, or online channels promptly and professionally, providing information about room availability, rates, amenities, and hotel policies.

• Assist guests in making room reservations, checking availability, and securing bookings using the hotel's reservation system.

• Offer additional services or room upgrades to guests during the reservation process to enhance their experience and increase revenue.

• Handle reservation changes, cancellations, and modifications based on guest requests or changes in availability.

• Coordinate and manage group bookings and special event reservations, ensuring all group requirements are met.

• Process guest payments for room reservations, ensuring accuracy and adherence to the hotel's payment policies.

• Send confirmation emails or letters to guests with their reservation details and any additional information they may need for their stay.

• Build positive relationships with guests, providing exceptional customer service and addressing any concerns or issues related to their reservations.

  Monitor and manage room inventory to ensure the hotel's availability and avoid overbooking.

• Collaborate with other hotel departments, such as housekeeping and front office, to ensure a smooth check-in process for arriving guests.

• Maintain accurate and organized records of reservations, guest information, and payment details.

• Work towards achieving sales targets and revenue goals set by the hotel management.

Requirements for the role:

• Strong customer service and communication skills to interact with guests professionally and assist them with their reservations.

• Meticulous attention to detail to accurately handle guest information, reservation dates, and payment processing.

• Familiarity with reservation software, booking platforms, and basic computer applications.

• The ability to upsell and promote additional services to guests, maximizing revenue opportunities.

• The capability to handle multiple inquiries and reservations simultaneously, prioritizing tasks effectively.

• Strong problem-solving skills to address reservation changes, cancellations, and guest inquiries.

• Willingness to work collaboratively with other hotel staff to ensure guest satisfaction and smooth operations.

• Effective time management skills to respond to inquiries promptly and manage reservations efficiently.

• Flexibility to work various shifts, including evenings, weekends, and holidays, as the position may require.