Reservations Agent

AT&T Hotel & Conference Center•Austin, TX

About The Position

The Reservations Agent is responsible for delivering exceptional guest service while managing reservations for AT&T Hotel and Conference Center. As the first point of contact for many guests, this role handles reservation inquiries, supports group business, and ensures reservation details are accurate and complete prior to arrival.

Requirements

Exceptional guest service skills
Ability to manage reservations
Handle reservation inquiries
Support group business
Ensure reservation details are accurate and complete
Professional phone and email communication
Prompt and professional response to inquiries
Resolve guest issues
Create, modify, and manage reservations
Accurate guest information, payment details, rates, and reservation requirements
Upselling and recommending room types, packages, and hotel offerings
Assist with rooming lists, routing and billing arrangements
Set up and maintain reservation notes, billing instructions, and routing
Communicate hotel policies clearly and accurately
Knowledgeable about hotel inventory, rates, amenities, outlets, V.I.P guests, local attractions, and current hotel events
High level of accuracy
Attention to detail
Efficiency
Manage high volume of calls, emails, and reservations

Responsibilities

Serve as the first point of contact for guests, delivering warm, professional, and personalized service through phone and email communications.
Respond promptly and professionally to reservation inbox inquiries, guest questions, concerns, and special requests, resolving issues when possible and escalating as appropriate.
Create, modify, and manage individual and group reservations, ensuring all guest information, payment details, rates, and reservation requirements are accurate and complete.
Maximize revenue opportunities through upselling and recommending appropriate room types, packages, and hotel offerings.
Assist the Group Rooms Coordinator with rooming lists, routing and billing arrangements, and other pre-arrival reservation functions.
Set up and maintain accurate reservation notes, billing instructions, and routing to support Front Desk, Conference Services, Accounting, and other hotel departments.
Communicate hotel policies, including cancellation, deposit, and special event requirements, clearly and accurately to guests.
Remain knowledgeable about hotel inventory, rates, amenities, outlets, V.I.P guests, local attractions, and current hotel events in order to provide accurate information and recommendations.
Maintain a high level of accuracy, attention to detail, and efficiency while managing a high volume of calls, emails, and reservations.
Perform other duties as assigned