Reservations Agent

Roles and responsibilities

A Reservations Agent will serve as the main contact for room reservations at the hotel; and therefore, must offer an excellent service and influence the Guest decision to stay at the property.

What will I be doing?

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

Desired candidate profile

Desired Candidate Profile: Reservations Agent

Education:

• High school diploma or equivalent; a degree in hospitality or related field is a plus.

Experience:

• Previous experience in reservations, customer service, or a related field (1-2 years preferred).
• Familiarity with hotel management software and booking systems.

Skills:

• Communication: Excellent verbal and written communication skills; ability to communicate clearly with customers and team members.
• Customer Service: Strong focus on providing exceptional customer service; ability to handle inquiries and resolve issues effectively.
• Attention to Detail: Meticulous in handling reservations and data entry to avoid errors.
• Problem-Solving: Ability to think on your feet and address customer concerns or booking issues promptly.
• Multitasking: Capable of managing multiple tasks simultaneously in a fast-paced environment.

Technical Skills:

• Proficient in MS Office Suite (Word, Excel, Outlook).
• Experience with reservation systems (e.g., Opera, Sabre, Amadeus).

Personal Traits:

• Positive attitude and professional demeanor.
• Team player with a collaborative spirit.
• Adaptability to changing environments and procedures.

Additional Qualifications:

• Knowledge of local attractions, events, and services to provide recommendations to guests.
• Fluency in multiple languages is a plus.

Job Responsibilities:

• Manage incoming reservation requests via phone, email, and in-person.
• Ensure accurate booking details and confirmations.
• Assist with modifications and cancellations of reservations.
• Provide information about hotel services, amenities, and local attractions.
• Collaborate with front desk and sales teams to maximize occupancy and revenue.