Reservations Agent

Description

Starting at $14/hr - Eligible for 8% Quarterly Bonus & $1000 Retention Bonus    

Position Overview:

The Reservations Agent plays a critical role in ensuring a seamless guest experience by managing room reservations and responding to inquiries in a professional and efficient manner. Reporting to the Reservations Manager, this position requires strong communication skills, a detail-oriented mindset, and a commitment to providing unparalleled customer service. The Reservations Agent works closely with the Front Desk and Sales teams to maximize occupancy and revenue while ensuring guest satisfaction.

Essential Duties and Responsibilities (include but are not limited to)

Guest Services

• Respond promptly to reservation inquiries via phone, email, and other communication channels.
• Provide accurate and comprehensive information about hotel accommodations, amenities, and local attractions.
• Assist guests with modifying, canceling, or confirming reservations while adhering to company policies. 
• Communicate effectively with other departments to manage guest requests and resolve issues.

Reservation Operations

• Maintain a thorough understanding of promotions, packages, and pricing to accurately relay information to guests and staff.
• Accurately input, modify, and cancel reservations in the property management system.
• Monitor room availability and coordinate with the Reservations Manager to optimize inventory.
• Process group bookings, ensuring all necessary details are collected and recorded.

Safety & Security

• Secure management of sensitive payment and guest information.

Other Responsibilities

• Maintain work area in an organized and professional manner.
• Demonstrate working knowledge of hotel room types, layouts, and amenities to effectively meet guest needs.
• Complete additional tasks as assigned by the Reservations Manager.

Requirements

Qualifications

• High school diploma or equivalent preferred.
• Previous experience in reservations, customer service, or hospitality is highly desirable.
• Proficiency in property management systems (e.g., Opera, OnQ) and reservation platforms is a plus.
• Strong written and verbal communication skills.
• Exceptional organizational skills with a keen attention to detail.
• Ability to manage multiple tasks effectively in a fast-paced environment.

Physical Demands

• Ability to sit for extended periods while working on a computer or phone.
• Capability to handle occasional lifting of items weighing up to 10 pounds.
• Comfortable working in a professional office setting.