Reservations Agent

Roles and Responsibilities

The Reservations Agent is responsible for providing exceptional customer service by assisting customers in choosing stay options, making reservations based on their requirements and budget, and ensuring a smooth booking process. This role involves effectively communicating with customers, processing payments, resolving any booking issues, and promoting additional services to enhance the customer's travel experience.

Main Responsibilities

• Assist customers in selecting travel options, including accommodations and transportation, based on their preferences and budget.
• Make reservations for customers, checking availability on their desired travel dates.
• Ensure accurate entry of customer information and reservation details in the system.
• Process customer payments securely and accurately.
• Send confirmation details to customers, including reservation information and payment confirmation.
• Respond promptly and professionally to customer inquiries, booking requests, and concerns via email, maintaining a courteous and friendly tone while ensuring clarity and accuracy.
• Prioritize urgent emails, demonstrate excellent written communication skills, and use a professional and customer-centric approach in all email interactions.
• Adhere to brand standards and guidelines when handling telephone calls, maintaining a professional and friendly demeanor throughout the conversation.
• Provide exceptional customer service by promptly responding to inquiries, addressing concerns, and answering questions about the reservation process.
• Anticipate guest requirements and attend to special requests in a professional manner, ensuring effective communication with relevant departments.
• Keep abreast of industry trends, hotel policies, and promotions to provide accurate information and recommendations to customers.
• Assist customers with amendments or cancellations to their reservations as needed.
• Address any issues or concerns that may arise with bookings or reservations promptly and professionally.
• Collaborate with relevant departments, such as the Front Desk, to confirm reservations and resolve any discrepancies.
• Maintain up-to-date and comprehensive knowledge of hotel offerings, facilities, services, and amenities including published rate plans, promotions, room availability, pricing structures for different segments, and booking policies.
• Actively promote and educate customers on the benefits and advantages of making direct bookings by demonstrating expertise in promoting and conveying the unique selling points of the hotel to maximize guest satisfaction and revenue opportunities.
• Upsell when appropriate, providing information on available services or special packages.
• Ensure strict adherence to data compliance regulations and maintain the highest level of confidentiality in handling guest information and reservation records.
• Assist in generating reports related to reservation performance, occupancy rates, revenue analysis, and booking trends.
• Continuously evaluate reservation processes and procedures, identifying areas for improvement and implementing streamlined workflows.
• Ensure compliance with brand standards, policies, and procedures related to reservations daily tasks, guest interactions, and customer service.
• Collaborate with the Front Desk, Concierge, Sales, Finance and other departments to ensure smooth guest arrivals and departures.
• Maintain effective communication with daily shift handovers and provide support to colleagues to ensure a seamless customer experience.

Desired Candidate Profile

Education

• Bachelor’s degree in Hospitality Management or equivalent education required.

Experience
Proven experience as a reservations agent or in a customer service role, preferably in the hospitality industry.

Key Competencies

• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Proficient in using reservation systems and computer applications.
• Problem-solving skills and ability to handle customer concerns with empathy and professionalism.
• Sales-oriented mindset with the ability to upsell additional services or packages.
• Ability to multitask and work effectively in a fast-paced environment.
• Knowledge of local attractions and tourist destinations is desirable.
• Proficiency in English (written and spoken). Additional language skills are a plus.