Reservation Agent

Job Description

Reservation Agent

The Reservation Agent will be responsible for handling incoming calls, emails, and online bookings, assisting guests with room reservations, and providing exceptional service. This position requires attention to detail, excellent communication skills, and the ability to multitask effectively in a fast-paced environment.

• Handle incoming calls, emails, and online bookings for guest reservations.
• Accurately process bookings, cancellations, and modifications using the hotel’s reservation system.
• Provide information about hotel services, room types, rates, availability, and amenities to prospective guests.
• Manage special guest requests, such as early check-in, late check-out, or additional services, ensuring guest satisfaction.
• Address and resolve guest concerns or complaints related to reservations or room accommodations in a professional and courteous manner.
• Input guest information, reservation details, and payment information into the hotel’s booking system accurately.
• Update and maintain booking records to avoid over bookings or errors.
• Send confirmation emails or messages to guests with booking details and pre-arrival instructions.
• Follow up on no-shows, cancellations, and inquiries to optimize hotel occupancy and ensure customer satisfaction.

• High school diploma or equivalent; a degree in hospitality, business, or a related field is a plus.
• Previous experience in front office, hospitality, or reservations preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Knowledge of hotel services, room types, and amenities.