Reservations Agent

Roles and responsibilities

A Reservations Agent is typically responsible for assisting customers with booking and managing reservations, often in industries such as hospitality, travel, or transportation. The specific tasks of a Reservations Agent can vary depending on the type of business, but they generally include:

Booking Reservations: Handling phone, email, or online inquiries and securing reservations for customers, whether for hotel rooms, flights, car rentals, cruises, or other travel-related services.

Customer Service: Providing information about availability, rates, policies, and amenities. They may also help with modifications, cancellations, and special requests.

Data Entry: Accurately entering reservation details into the company's booking system and ensuring all customer information is correct.

Upselling Services: Offering additional services or upgrades to customers, such as special packages, premium room upgrades, or additional amenities.

Handling Payments: Collecting payments for reservations, processing refunds, and managing billing inquiries.

Problem Resolution: Addressing any issues or concerns customers may have before, during, or after their reservation process, ensuring that problems are resolved quickly.

Maintaining Records: Keeping accurate records of all bookings, cancellations, and modifications for tracking purposes and reporting.

Communication: Coordinating with other departments, like housekeeping, management, or flight operations, to ensure customers' needs are met during their stay or travel.

Desired candidate profile

• Communication: Strong verbal and written communication skills are crucial to effectively assist customers.
• Attention to Detail: Ensuring accuracy in reservation details, payments, and special requests.
• Multitasking: Handling multiple reservations or customer inquiries simultaneously while maintaining quality service.
• Technical Proficiency: Familiarity with booking software, databases, and customer management systems.
• Problem-Solving: Ability to handle issues such as overbookings or customer complaints with patience and diplomacy.
• Sales Ability: Upselling packages, upgrades, or other services when appropriate.

• Communication Skills:

  • Clear, concise, and professional verbal communication skills, with the ability to interact positively with diverse customers.
  • Strong written communication skills for handling email and chat inquiries.

• Problem-Solving Ability:

  • Quick to identify issues and find effective solutions, especially when handling booking discrepancies or customer complaints.

• Attention to Detail:

  • Accuracy in managing reservation details, processing payments, and updating customer records.
  • Ability to double-check information to prevent errors and ensure high levels of service quality.

• Multitasking & Time Management:

  • Able to handle multiple bookings, phone calls, and inquiries simultaneously, while maintaining a calm and organized approach.
  • Strong ability to prioritize tasks in a fast-paced, high-pressure environment.

• Technical Proficiency:

  • Comfort with using booking systems, customer relationship management (CRM) software, and general office applications (Microsoft Office, Google Workspace, etc.).
  • Ability to quickly adapt to new software or systems.