Reservations Agent
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Key skills for this role
About the Role
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. Ensure that standards are maintained at a superior level on a daily b.
Key Skills for This Role
Responsibilities
- Maintain complete knowledge of departmental policies, service procedures, and standards
- Input manual reservations into the system and process confirmation letters
- Anticipate guests' needs, respond promptly, and resolve complaints
- Maintain knowledge of hotel facilities, room rates, packages, and promotions
- Designate and apply appropriate travel agency commissions
- Initiate deposit refunds for non group reservations
Requirements
- 1 5 years of experience in hotel reservations or related field
- Knowledge of hotel facilities, services, and room types
- Ability to handle guest complaints and ensure satisfaction
Full Job Posting
Role Overview
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment.
- Anticipate guests needs, respond promptly and acknowledge all guests.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Knowledge Requirements
- All hotel facilities/services, hours of operation.
- All guest room layouts, bed types, decor, appointments and locations.
- Room availability for any given day.
- Restricted dates, rates and room types.
- All room rates, packages and promotions.
- Specific arrangements between hotel and travel agencies, corporate reservations center.
- Entertainment/special events scheduled in the hotel.
Responsibilities
- Access all functions of the computer system.
- Set up work station with necessary supplies and resource materials.
- Input all manual reservations into the system.
- Obtain approval from Front Desk management for same day reservations on near sell out dates.
- Process confirmation letters.
- Designate and apply appropriate travel agency commissions.
- Initiate deposit refunds for non group reservations.
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