Room Reservations Agent

About the role

The Room Reservations Agent is responsible for handling all reservation inquiries, changes, and cancellations for hotel guests. This front‑line position ensures accurate booking information, provides excellent customer service, and supports revenue goals through effective sales techniques.

Key responsibilities

• Process reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest needs, verify room availability and rates, and explain guarantee, special rate, and cancellation policies.
• Enter reservation data, including special room types and rates, into the reservation system.
• Handle guest inquiries about property facilities, services, and accommodations, and document special requests.
• Follow sales techniques to maximize revenue and follow escalation procedures for guest concerns.
• Maintain confidentiality of guest information and company assets.
• Adhere to company policies, appearance standards, and quality‑assurance expectations.

Required profile

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