Reservations Associate

Role Overview

Guest Services and Sales

• Deliver engaging service and exceed guest expectations.
• Process room reservations, enter rooming lists, and maintain accurate guest information.
• Recommend property facilities and assist with special requests and inquiries.
• Maximize revenue through upselling and application of corporate rates and discounts according to policy.

Operational Management

• Maintain accurate hotel positioning for occupancy and room availability.
• Review guest history and special instructions for regular and VIP guests before creating folios.
• Record corporate account numbers on guest folios.
• Manage overbooking calculations and maintain reservations according to standard procedures.
• Supervise and delegate work to reservation associates as needed.

Financial and Data Management

• Maintain corporate databases with accurate guest bookings and records.
• Prepare monthly reports, forecasts, and occupancy projections.
• Identify cost-effective resource use and educate team members accordingly.

Team Leadership and Support

• Support team members in delivering efficient service.
• Ensure team training on safety provisions and standard procedures.
• Resolve customer queries and issues promptly.
• Motivate team members, delegate clearly, and recognize contributions.
• Handle additional duties assigned by management.

Required Experience and Skills

• The source lists both at least 1 year of customer-facing experience and a minimum of 2 years in hospitality reservations, front office, or guest services.
• Proficiency with reservation systems, booking platforms, data entry, and accurate record keeping is required.
• English communication, multitasking, organization, time management, problem solving, revenue management, and upselling skills are required.

Preferred Qualifications

• Hospitality or customer service certification is preferred.
• Revenue management or occupancy forecasting experience, multilingual abilities, and supervisory or team leadership experience are preferred.

Company Overview