As a Reservations Agent, you are the beginning of an exceptional guest experience. You will deliver outstanding, friendly service while maximizing revenue through strategic upselling and ensuring accurate reservation management.
Key Responsibilities:
Guest Services & Sales
- Deliver exceptional, engaging service and consistently exceed guest expectations
- Process room reservations, enter rooming lists, and maintain accurate guest information in the system
- Recommend property facilities and assist guests with special requests and inquiries
- Maximize revenue through strategic upselling and application of corporate rates and discounts per company policy
Operational Management
- Ensure accurate hotel positioning regarding 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 to track business generation
- Manage overbooking calculations and maintain all reservations per standard procedures
- Supervise and delegate work to reservation associates as needed
Financial & Data Management
- Maintain and update corporate databases with accurate guest bookings and records
- Prepare monthly reports, forecasts, and occupancy projections
- Identify cost-effective resource utilization and educate team members accordingly
Team Leadership & Development
- Provide effective support to enable team members to deliver efficient services
- Ensure team training on all safety provisions and standard procedures
- Resolve customer queries and issues promptly to ensure satisfaction
- Demonstrate leadership through motivation, explicit delegation, and recognition of team contributions
Additional Responsibilities
- Handle additional duties as assigned by management