Reservation Agent

A reservations agent provides prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations, and information.

• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of:
  • 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.
• Answer telephone calls within 2 rings, using correct salutations and telephone etiquette.
• Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
• Obtain all designated information to book a reservation.
• Accommodate special requests and designate such in system.
• Access guest history records to best service guests; maintain accurate information in guest history files.
• Promote and sell holiday and other packages to callers requesting reservations on designated dates.
• Verify availability. Suggest alternate dates for sold-out dates.
• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
• Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
• Verify all reservation information with caller to ensure accuracy.
• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
• Process confirmation letters.
• Designate and apply appropriate travel agency commissions.
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
• Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
• Set up group room blocks in the system. Book group reservations against the room block.
• Input group rooming lists.
• Monitor group cut-off dates and review with Sales or group contact.
• Compile and maintain information for daily/weekly/monthly reports.

The Seabird Ocean Resort and Spa | Oceanside , CA , US