Reservations Agent - InterContinental Los Angeles
About The Position
The Reservations Agent provides prompt, courteous, and efficient handling of guest room reservation requests, changes, and cancellations according to established standards and scripts. The role responds to questions and provides information about hotel services, local attractions, and travel directions. Reservations may be received by phone or from within the hotel, and may come through sales, reservation centers, travel agencies, or wholesalers. The agent also supports revenue and occupancy objectives through room upselling and yield management, maintains knowledge of rates and promotions, and coordinates with other departments to support guest satisfaction.
Requirements
- Basic reading, writing, and math skills.
- Six months of experience as a reservationist or front desk agent.
- Fluent English.
- Ability to speak and listen, usually while sitting.
- Ability to use a keyboard to enter reservation information.
- Communication skills for frequent interactions with guests, clients, and employees.
- Reading and writing abilities for reviewing and processing reservations or daily reports.
- Basic mathematical abilities.
Nice To Haves
- High school diploma or equivalent preferred.
- Ability to speak languages in addition to English preferred.
Responsibilities
- Book individual and group guest reservations by phone or from within the hotel using the hotel reservations system and established standards and scripts.
- Process reservations from sales, reservation centers, travel agencies, and wholesalers, and designate and apply appropriate travel agency commissions.
- Upsell rooms where possible, use yield management strategies to support occupancy and room rates, and suggest alternate dates when periods are sold out.
- Process reservation cancellations, revisions, and information updates, including reservation requests for other hotels within the reservations system.
- Provide accurate information about the city and nearby attractions and mail hotel information sheets and brochures when requested.
- Stay current on rates, rate changes, and promotions; assist with rooms forecasting and complete daily logs.
- Respond appropriately to guest complaints and make service recovery gestures according to guidelines.
- Communicate outstanding guest requests or issues to management for monitoring or follow-up.
- Coordinate and communicate with other departments to promote teamwork and quality service, and notify Sales of group bookings.
- May perform other assigned duties, such as running cancellation, booking, or arrival reports.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
