Reservations Agent
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About The Position
The Reservations Agent is responsible for processing all reservation requests, changes, and cancellations received through various channels including phone, fax, or mail. This role requires identifying guest reservation needs and determining the appropriate room type based on availability and guest preferences. The agent will explain guarantee, special rate, and cancellation policies to callers, ensuring that all special requests are accommodated and documented accurately. Additionally, the agent will answer questions regarding property facilities and services, as well as room accommodations, while employing effective sales techniques to maximize revenue for the hotel. In this position, the Reservations Agent will input and access data in the reservation system, indicating special room reservation types such as complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations by using the correct codes and rates. The agent must follow proper escalation procedures when addressing guest concerns and adhere to all company policies and procedures. Maintaining a clean and professional appearance is essential, as is the confidentiality of proprietary information and the protection of company assets and the privacy of guests and coworkers. The Reservations Agent is expected to welcome and acknowledge all guests according to company standards, anticipate and address service needs, and assist individuals with disabilities. Clear and professional communication is vital, including answering telephones with appropriate etiquette. Building and maintaining positive working relationships with colleagues is crucial, as is supporting the team to achieve common goals. The agent must comply with quality assurance expectations and standards, and perform other reasonable job duties as requested by supervisors. Physical demands include moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance.
