Reservations Agent

Proper Hospitality LLC•Miami Beach, FL

About The Position

The Reservations Agent is responsible for handling all aspects of guest reservations, ensuring a smooth and efficient booking process. You will interact with guests via phone, email, and other communication channels to assist with room bookings, provide information about hotel services, and manage guest inquiries. The Reservations Agent plays a key role in maximizing hotel occupancy, assisting with upselling opportunities, and ensuring an overall positive guest experience from the moment of booking. This position requires a customer-focused individual with excellent communication skills and a strong attention to detail.

Requirements

High School Diploma or equivalent required.
Strong communication skills, both written and verbal.
Exceptional interpersonal skills with the ability to remain calm and professional under pressure.
Ability to multitask and prioritize effectively in a fast-paced environment.
Strong attention to detail and organizational skills.
Ability to sit or stand for extended periods of time.
Ability to occasionally lift or move up to 20 pounds.
Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems.

Nice To Haves

Previous experience in customer service or hospitality is preferred, but not required.
Experience with hotel reservation systems (e.g.,InforHMS, Alice, or similar) is a plus.

Responsibilities

Answer phone calls, emails, and online booking requests to assist guests with room reservations, modifications, cancellations, and special requests.
Input and manage guest reservation details accurately in the hotel’s Property Management System (PMS), ensuring all information is up to date.
Verify reservation details, including dates of stay, number of guests, room preferences, and special requests.
Confirm reservations and send reservation details to guests in a timely manner, ensuring clarity on dates, rates, and hotel policies.
Maintain knowledge of room availability, rates, and promotions to provide accurate information to guests at all times.
Provide a professional and courteous first point of contact for guests, answering questions about hotel facilities, services, room types, and local attractions.
Respond to guest inquiries regarding availability, room types, rates, and special offers, offering personalized suggestions based on guest needs.
Handle guest complaints or issues regarding reservations, escalating matters to the Reservations Supervisor or Manager when necessary.
Offer upselling opportunities such as room upgrades, packages, or additional services to enhance the guest’s stay.
Communicate clearly and effectively with guests to understand their needs and preferences, ensuring satisfaction with the booking process.
Drive personalized guest experiences by gathering guest preferences, special requests, and
Monitor reservation systems to ensure room availability is accurately reflected and update availability when needed.
Assist with managing group bookings, ensuring rooms are blocked and appropriate requirements are met for large groups or events.
Work closely with the Front Desk team to ensure smooth guest check-in/check-out processes, especially for high-volume periods or special events.
Collaborate with the Revenue Management team to implement dynamic pricing, special promotions, and seasonal offers.
Ensure that all reservation data entered into the Property Management System (PMS) is accurate and complete, including guest information, payment details, and room assignments.
Handle any reservation adjustments or corrections promptly, ensuring no discrepancies in guest information or billing.
Generate reports on reservations, occupancy rates, and booking trends as needed to assist the management team with decision-making.
Perform administrative duties such as filing, organizing guest information, and maintaining reservation records.
Assist in preparing daily reports related to upcoming arrivals, departures, and no-shows, ensuring the Front Desk team is well-prepared for check-in.
Maintain and update guest profiles,tracking repeat guests, preferences, and special requests for future stays.
Communicate effectively with the Front Desk team to ensure smooth guest arrivals and transitions from reservations to check-in.
Work with Sales and Marketing teams to promot especial offers and events that may increase reservation volumes.