Reservations Agent

POSITION PURPOSE:
We are seeking a hospitality focused and organized individual to join our team as a Reservations Agent. The Reservations Agent plays a crucial role in supporting front desk operations by ensuring hotel room reservations are accurately booked while providing a seamless experience for our guests. This position is responsible for performing guest services, administrative tasks such as managing hotel room reservations, and supporting the accomplishment of hotel revenue objectives.

ESSENTIAL FUNCTIONS AND DUTIES:

• Responding to incoming calls and emails from guests in a prompt, friendly and professional manner, providing information about the hotel's rooms, rates, and services, and assisting with room reservations and inquiries.
• Utilizing the hotel's reservation system to efficiently manage room availability, rates, and packages, ensuring that the system is updated and accurate at all times.
• Processing room reservations, modifications, and cancellations, and providing guests with detailed information about the reservation process, policies, and procedures.
• Create and maintain an upscale and personalized pre-arrival process that improves the guests' experience and the hotel revenue.
• Up-selling room categories and hotel services to guests, leveraging knowledge of the hotel's facilities, services, and special promotions to maximize revenue.
• Process accurate billing and payments, ensuring that the reservation is secured and correct.
• Maintaining a high level of knowledge about the hotel's facilities, services, and local attractions to provide recommendations and information to guests as needed.
• Handle challenging situations and resolve guest complaints in a professional and timely manner.
• Collaborating with other departments, such as sales, housekeeping, and front desk, to ensure guests receive exceptional service and to resolve any issues that may arise.
• Support the front staff to ensure a smooth and memorable experience for guests by reviewing, monitoring and relaying guest arrival and departure times, special occasions, needs and preferences.
• Maintaining accurate and up-to-date records of guest information and reservations, while recording notes for guest preferences, special requests, and