Reservation Agent

Carter Hospitality Group•Kissimmee, FL

About The Position

The Reservation Agent provides quality guest service for hotel check-in and check-out, PBX operations, mail and message service, reservations, and concierge services in a gracious and professional manner. The position requires accuracy in daily accounting procedures, account billing, and reservations. The agent processes reservations, coordinates with online travel agencies and guests, maintains accurate reservation settings and codes, completes billing and account reviews, and monitors room availability. The role also supports groups and VIP arrivals, handles guest inquiries and communications, and performs front-desk and cashiering procedures while following company policies and professional service standards.

Requirements

At least six months of experience in a related field; hospitality experience preferred.
Reliable transportation.
Ability to pass pre-employment testing, such as a drug test and background check.
Full availability to work days, evenings, nights, weekends, and holidays.
Ability to read, write, and speak English.
Ability to hear, understand, follow, and give written and oral instructions.
Ability to manage stressful conflicts involving groups, individuals, and coworkers.
Ability to work with large groups of people and people of different age groups.
Ability to plan, organize, and conduct a wide variety of activities.
Ability to work harmoniously with fellow employees and guests.
Ability to reach, bend, twist, pull, push, grasp, walk, stand, stoop, kneel, run, sit, climb, reach overhead, and bend for periods of less than eight hours per day.
Ability to frequently lift up to 30 pounds to chest height for periods of less than four hours per day.

Nice To Haves

Multilingual ability.
Hospitality experience.

Responsibilities

Manually enter reservations that do not interface directly with the property system, ensuring precision and accuracy.
Build relationships with online travel agencies and guests to ensure rates and reservations are entered accurately.
Ensure system settings are correct for reservations interfacing with the property system.
Verify rates, rate codes, market segments, and market source codes for each reservation.
Complete billing for prepaid reservations arriving that day and review house and PM accounts.
Enter group blocks and group rooming list reservations, and provide Sales with a rooming list for each group.
Respond to guest inquiries about the property and provide competitive rates and excellent service.
Reconcile third-party company invoices to ensure accurate billing and payment of commissions.
Monitor hotel availability to avoid overselling rooms.
Check hotel guests in and out in a confident, professional, and friendly manner.
Make courtesy calls after check-in to confirm guest satisfaction and offer assistance.
Anticipate and respond promptly to guest needs, acknowledging guests regardless of workload or time of day.
Provide gracious and efficient telephone service for general PBX calls, answering promptly and knowledgeably with complete and accurate information.
Review arrivals for special requests and block rooms as needed for VIP and group arrivals, ensuring billing accuracy.
Complete all items on shift checklists.
Perform bucket checks each shift to verify guest name, address, room rate, departure date, and number of guests in the room.
Follow credit card procedures, including matching identification to card information, swiping the card, and obtaining the guest’s signature on the registration slip.
Follow cashiering procedures, including opening, securing, and balancing shift banks and verifying cash, credit card, and check transactions.
Issue guest safety deposit boxes upon request.
Advise guests of messages, mail, faxes, and other items received for them.
Communicate VIP arrivals to designated personnel for escort and amenity delivery.
Take, record, and relay messages accurately, completely, and legibly.
Provide detailed information about the voicemail system to callers and guests wishing to leave messages.
Accept and record wake-up call requests.
Perform other duties assigned by management.
Follow company policies and procedures and maintain a clean, professional uniform and personal appearance.
Thank guests with genuine appreciation, communicate clearly and professionally, and develop and maintain positive relationships with guests and coworkers.