Purpose
As a Reservations Agent, you play a crucial role in assisting our hotel guests from their initial inquiry to their arrival. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades; all while working seamlessly with our outstanding teams to ensure a smooth and enjoyable guest experience.
Primary Responsibilities
Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
Safely and securely handle payment transactions, verifying billing details for accuracy
Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
Assist in resolving guest complaints or issues related to reservations, billing, or room assignments
Skills and Experience
Customer service-oriented with exceptional communication skills
Previous experience in a similar role in the hospitality industry is preferred
Proficiency in using reservation and property management systems is a plus
Problem-solving skills and the ability to remain calm under pressure
Team player with a positive attitude and willingness to go the extra mile