Reservations Agent

Job Summary

The Reservations Agent is responsible for handling all aspects of the reservations department in a friendly and efficient manner. He/she is responsible for assisting in quoting available rates to maximize room revenue and average rate according to property standards.

Job Duties & Functions

• Approach all encounters with guests and employees in a friendly, service oriented manner.
• Review all arrivals daily, noting special requests and blocking rooms accordingly to meet guest needs.
• Answer all telephone calls promptly, accurately, and courteously, providing complete and reliable information at all times.
• Complete all tasks outlined in the designated checklist by the end of each shift to maintain operational consistency.
• Pre-assign hotel rooms for VIPs, repeat guests, special packages, and requests, ensuring optimal guest satisfaction and room utilization.
• Ensure all credit, deposit and payment procedures are strictly followed, in accordance with the hotel’s credit policy as well as reservation-specific payment policy.
• Be able to answer guest inquiries about hotel services, facilities and hours of operation.
• Accurately quote rates and assist in booking room reservations while focusing on maximizing room revenue and average rate following property service standards at all times.
• Communicate and work closely with the Sales Department concerning group bookings. Ensure all group room blocks are properly set up and managed in the system.
• Continually update Central Reservations on rates and availability, maintain availability calendar and communicate all relevant information to the operations staff.
• Maintain accurate files and reports; ensure all reporting is up to date and accurate on a daily basis.
• Handle all special reservations, to include V.I.P. reservations, packages and discounts.
• Regular upkeep and management of OTA extranets to ensure all guest requests and messaging is addressed in a timely and consistent manner.
• Provide consistent input on trends and opportunities to maximize revenue.
• Monitor daily sales activity and alert management of sold-out nights, group ceiling status, and possible problem situations.
• Perform any other duties as requested by management.
• Attend meetings as required by management.

Education & Experience

• Minimum of 1 year experience in a reservations or similar role within a luxury hotel environment.
• High School Diploma or equivalent preferred.
• Prior experience and strong understanding of Opera is mandatory.
• Must be able to stand for prolonged periods of time during shift
• Must have strong proficiencies in Microsoft Office and Outlook
• Familiar with hotel systems and operations, and the ability to enter in information accurately.
• Work well under pressure and demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to work with and understand financial information and data, and basic arithmetic functions
• Skillful in verbal and written communication, with phenomenal customer service and attention to detail.
• Strong adaptability to dynamic situations and a wide variety of guest personalities, with the ability to remain composed and courteous under pressure.
• Excellent verbal communication skills with a professional and friendly demeanor.
• Flexible availability, including evenings, weekends, and holidays, as required by business needs.
• Able to work independently and make the right decisions for the business.
• Must be mentally organized and thoughtful in actions, display good judgment in the moment.

The standard expected work week is 45 hours, but actual schedules depend on business needs.