Reservations Agent

Reservations Agent

As a Reservations Agent, you will be responsible for managing and processing reservations for guests in a professional and efficient manner. Your role is crucial in ensuring a seamless booking experience, maintaining high levels of customer satisfaction, and supporting the overall operations of the reservations department. You will act as the first point of contact for guests, providing them with accurate information and exceptional service that reflects the standards of the organization. Key Responsibilities:

• Handle incoming reservation inquiries via phone, email, and online booking platforms, ensuring prompt and courteous responses.
• Accurately input reservation details into the system, maintaining meticulous records and ensuring data integrity.
• Provide guests with detailed information about room availability, rates, special promotions, and amenities, assisting them in making informed decisions.
• Coordinate with other departments, such as front desk and housekeeping, to ensure smooth guest transitions and room readiness.
• Resolve any issues or discrepancies related to reservations, demonstrating problem solving skills and maintaining a positive guest experience.
• Stay updated on property policies, procedures, and local attractions to provide guests with comprehensive information and recommendations.
• Assist in managing group bookings and special requests, ensuring all guest needs are met with professionalism and efficiency.
• Continuously strive to meet and exceed individual and team performance targets, contributing to the overall success of the reservations department.
• Participate in training sessions and meetings to enhance skills and knowledge, staying informed about industry trends and best practices.
• Uphold the organization's standards of service excellence, embodying its values and mission in all interactions with guests and colleagues.
• Must have familiarity with hours of operation of all hotel outlets and amenities/services available to guests.
• If necessary, assist in cross-training new Guest Service Representatives on how to appropriately take individual and group reservations.
• Complete shift sidework as outlined in the local SOP.
• Complete pre-arrival calls per the standard.
• Communicate with guests via phone, email, OTA platforms, and text in a professional, helpful manner.
• Other duties as assigned by the Area Reservations Manager or Area Director of Sales & Marketing.

Benefits:

• 401 (k)
• 401 (k) Matching
• Medical, Dental, and Vision benefits offered
• Additional Supplemental Coverages Offered - Short Term Disability, Long Term Disability, Critical Illness
• Paid Time Off
• Holiday Pay for 8 holidays, Birthday pay
• Employee Assistance Program
• Complimentary Employee Meal
• Onsite Parking

Required Education:

• High school diploma or equivalent is required.
• An associate's degree in hospitality management or a related field is preferred.

Required Experience:

• Minimum of 1-2 years of experience in a customer service role, preferably within the hospitality or travel industry.
• Proven track record of managing reservations and bookings in a fast-paced environment.
• Experience with reservation software systems and customer relationship management (CRM) tools is highly desirable.

Required Skills and Abilities:

• Exceptional communication skills, both verbal and written, with the ability to effectively interact with a diverse clientele.
• Strong organizational skills and attention to detail to ensure accurate reservations and bookings.
• Proficiency in using computer systems, including reservation software and Microsoft Office Suite.
• Ability to handle stressful situations with a calm and professional demeanor.
• Strong problem-solving skills with the ability to think quickly and make decisions in a timely manner.
• Excellent interpersonal skills and a customer-focused approach to service delivery.
• Ability to work independently as well as part of a team, demonstrating flexibility and adaptability.