Reservations Agent – Guest Services

About the role

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine the appropriate room type. Verify availability of room types and rates.

Key responsibilities

• Process reservation requests, changes, and cancellations via phone, fax, or mail.
• Identify guest needs, determine appropriate room type and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests and answer questions about property facilities and services.
• Follow sales techniques to maximize revenue and input data into the reservation system, including special room types and rates.
• Escalate guest concerns according to proper procedures.
• Maintain confidentiality of proprietary information and protect guest and coworker privacy.
• Adhere to company policies, ensure a clean and professional appearance, and follow quality assurance standards.
• Assist individuals with disabilities and provide courteous service.
• Use proper telephone etiquette and clear professional language.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.