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.