Reservations Agent

Position Summary

Reservations and Guest Service

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify reservation needs, verify room availability and rates, and explain guarantee, special-rate, and cancellation policies.
• Document special requests and reservation types using correct reservation-system codes and rates.
• Answer questions about hotel facilities, services, and accommodations and follow escalation procedures for concerns.
• Welcome and acknowledge guests, anticipate service needs, assist individuals with disabilities, and provide professional telephone service.

Policies and Teamwork

• Follow company policies, professional appearance standards, confidentiality requirements, and guest privacy and security procedures.
• Develop positive working relationships, support team goals, listen to employee concerns, and comply with quality assurance standards.
• Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Preferred Qualifications

• A high school diploma or G.E.D. equivalent is preferred.
• No related work experience is required.
• No supervisory experience is required.
• No license or certification is required.

Role Capabilities

• Use reservation systems to input and access data accurately.
• Apply sales techniques to maximize revenue while matching guests with appropriate rooms and rates.
• Communicate clearly and professionally and use appropriate telephone etiquette.
• Maintain confidentiality, privacy, security, quality, and professional presentation standards.

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