Reservation Agent

Job Responsibilities

1. Answer the phone within 3 rings utilizing company approved standard of greeting, followed by reservations script in handling the Guest inquiry for Hotel room reservation or other inquiry about the facilities of the Hotel; handle other reservation inquiries via fax, email and other channels as directed according to standard operating procedures.
2. Process the reservations by entering the information accurately in the property management system; follow up with reservation confirmations, modifications, cancellations and make the changes in the system as applicable; make sure information is entered according to standard operating procedures and standards.
3. Responsible for keeping accurate paper transactions, and recording of any specific requirement in terms of reservation requests, amenities; special request; advance deposit; complete daily call conversion sheets of their individual shift; compile reports as directed by the Manager or Supervisor of the department.
4. Have full knowledge of Hotel facilities, and promotions; take initiative to always keep up to date with any changes within the Hotel that might affect reservation bookings.
5. Participate and comply with any training and reservation programs, such as up-selling, cross selling other sister hotels to increase revenue for the Hotel and company.

Health and Safety Responsibilities

1. Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment.
2. Comply with the hotel environmental, health and safety policies and procedures.

Skills

1. Excellent communication skills, particularly over the phone.
2. Attention to detail in processing reservations and maintaining accurate records.
3. Knowledge of hotel facilities and promotions.
4. Ability to participate in training programs effectively.