This role as a Reservations Agent involves managing all incoming reservation requests, changes, and cancellations, ensuring accuracy and optimizing revenue generation, while maintaining high standards of professionalism and guest service.
Position Summary: Key Responsibilities and Duties
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
- Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate.
- Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests.
- Answer questions about property facilities/services and room accommodations.
- Follow sales techniques to maximize revenue. Input and access data in the reservation system.
- Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
- Follow proper escalation procedures when addressing guest concerns.
- Adhere to all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.
- Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
- Comply with quality assurance expectations and standards.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
Qualifications and Experience (Mandatory & Preferred)
Required Qualifications:
- BA/BSc/HND or Diploma qualification.
- Minimum of 3 years of related work experience.
Preferred Qualifications:
- Education: Diploma/Degree in Hospitality Management or related Course.
- Experience: Minimum of 3 years of experience, including 2 years in a 5-star hotel environment.
