Reservation Agent

Marriott•Jackson, WY

14h•$25 - $27

About The Position

The Reservations Experience Agent is responsible for managing guest reservations, handling communications, and coordinating with internal departments to ensure a seamless guest experience. This role oversees all aspects of the reservation process, maintains smooth operations, and upholds high standards of service. The Reservations Experience Agent will work closely with other hotel departments and implement strategies to enhance the overall guest experience. The ideal candidate will have strong organizational skills, exceptional customer service abilities, and prior experience in the hospitality industry.

Requirements

Proven experience as a Reservations Agent, Front Desk Agent, or in a similar role within the hospitality industry
Strong understanding of hotel operations, guest services, and reservation systems (e.g.,Opera, Sabre, or similar)
Excellent communication and interpersonal skills, with a customer-oriented mindset
Strong leadership abilities Proficiency in Microsoft Office Suite and hotel reservation software
Strong organizational and time-management skills, with the ability to multitask effectively in a fast-paced environment
Ability to analyze data and identify trends
A positive, proactive attitude and ability to remain calm under pressure
High school diploma required

Nice To Haves

Bachelor’s degree in Hospitality Management or a related field preferred

Responsibilities

Oversee daily operations of the reservations systems, ensuring accuracy and efficiency in processing reservations, cancellations, and modifications
Provide clear and timely communication with guests via phone, email, and other platforms to confirm reservations and provide information about the property and services Utilizes communication tools (GXP, phone, email, Kipsu, etc.) and acts as the PBX operator during peak periods to ensure inquiries are handled with professionalism and promptly.
Deliver exceptional guest experience by addressing guest inquiries, concerns, and special requests.
Coordinate with internal departments to fulfill guest needs and ensure personalized experience.
Monitor and maintain the hotel reservation software with accurate pricing, availability, and rate codes.
Keep property information and offerings up to date.
Assist in inventory control using systems such as Opera and Marsha.
Manage room blocking for potential upgrades in collaboration with Guest Service Agents.
Generate and analyze reports on reservations, occupancy trends, and booking sources.
Recommend improvements to optimize revenue and operational efficiency.
Work closely with front office, housekeeping, and sales teams to ensure smooth arrivals, departures, and overall guest satisfaction.
Act as liaison between Front Office, Housekeeping, and Events for group arrivals and VIP guests, ensuring accuracy in billing, routing, room assignments, and notes for a seamless check-in experience.
Serve as a property knowledge expert and assist in training new team members on reservation processes to maintain workflow professionalism across departments.
Partner with the Director of Rooms to implement strategies that maximize occupancy and revenue.