Reservations Agent

Job Description

1. Reservation Management:

• Receive and process hotel reservations via phone, email, or online platforms.
• Ensure accuracy in guest information, stay details, and special requests.
• Utilize the hotel's reservation system to manage bookings efficiently.

2. Customer Service:

• Provide personalized assistance to guests, addressing inquiries, and resolving concerns promptly.
• Offer information about hotel services, amenities, and policies to enhance the guest experience.
• Handle guest feedback and communicate effectively with other hotel departments to address guest needs.

3. Sales and Upselling:

• Promote additional services, upgrades, and amenities to maximize revenue.
• Recognize opportunities to upsell and contribute to achieving sales targets.

4. Communication:

• Maintain clear and professional communication with guests, colleagues, and other departments.
• Coordinate with housekeeping, front desk, and other relevant teams to ensure smooth check-ins and check-outs.

5. Administrative Tasks:

• Keep accurate records of reservations, cancellations, and no-shows.
• Generate reports as needed for management and other departments.
• Stay informed about current promotions, packages, and discounts.

6. Problem Resolution:

• Address and resolve any issues related to reservations, ensuring guest satisfaction.
• Collaborate with other staff members to find solutions to challenges that may arise.

Qualifications

• Previous experience in hotel reservations or a similar customer service role is preferred.
• Excellent communication skills, both verbal and written.
• Familiarity with Opera system.
• Strong attention to detail and organizational abilities.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Customer-focused with a commitment to providing exceptional service.
• Additional education or training in hospitality or a related field is a plus.