Reservations Agent

Roles and responsibilities

As Cluster Reservations Agent you will support the Cluster Reservations Manager in driving the performance of the reservations team on property. You will ensure that all SOP's are being adhered to. You will further assist in maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction of guests and team members. You will ensure monitoring of daily arrivals for all guest requests to be carried out and communicated to. You will be working on inventory management, including allotments, groups blocks and rate codes in all applicable systems. Further you will assist the Reservations Manager for driving up- selling within the property and to ensure optimal use of all distribution channels, e.g. IBE, GDS, Tour Operators, Small Luxury Hotels, Regional and Corporate Sales Offices.

Qualifications

• Familiar with the hotel operations available technology (Opera PMS & RMS) and all distribution channels.
• Understand the dynamics of regional & local market, local competitors and events of the destination.

• Booking Management

  • Process guest reservations via phone, email, and online platforms.
  • Verify availability, confirm bookings, and update reservation systems accurately.

• Customer Service

  • Provide exceptional customer service by addressing inquiries, providing information about accommodations, rates, and services.
  • Assist guests with special requests and modifications to their bookings.

• Communication

  • Maintain clear communication with guests regarding their reservations, including confirmation details and cancellation policies.
  • Coordinate with other departments (e.g., front desk, housekeeping) to ensure guest needs are met.

• Record Keeping

  • Maintain accurate records of reservations, cancellations, and modifications.
  • Generate reports on booking statistics and occupancy rates for management.

• Problem Resolution

  • Handle guest complaints or issues related to reservations and work to resolve them promptly and professionally.
  • Assist in managing overbookings and finding suitable solutions.

Desired candidate profile

Desired Candidate Profile: Reservations Agent

Educational Qualifications

• High School Diploma: Required; a degree in hospitality management or a related field is preferred.

Experience

• Previous Experience: 1-2 years in a customer service role, preferably in a hotel or hospitality environment. Experience with reservation systems is a plus.

Key Skills

• Communication Skills: Excellent verbal and written communication skills for interacting with guests and team members.
• Customer Service Orientation: Strong focus on providing outstanding service and resolving guest inquiries or concerns.
• Attention to Detail: Ability to accurately input and manage reservation information.

Personal Attributes

• Friendly and Approachable: Warm demeanor that creates a welcoming atmosphere for guests.
• Organizational Skills: Strong ability to manage multiple tasks and prioritize effectively.
• Problem-Solving Skills: Proactive in identifying issues and providing solutions to guests.

Technical Skills

• Reservation Systems: Familiarity with property management systems (PMS) and online booking platforms.
• Basic Computer Skills: Proficient in using Microsoft Office Suite and other relevant software.

Additional Qualifications

• Knowledge of the Local Area: Familiarity with local attractions and services to assist guests with inquiries.
• Multilingual Skills: Proficiency in multiple languages can be advantageous, especially in diverse environments.