In hotels, travel agencies, airlines, cruise companies, car rental companies and other firms, A Reservation Agent (also Reservation Specialist or Reservations Sales Agent) is responsible for taking, promoting, establishing and managing reservations of rooms, restaurants, journeys, cars, tickets, events, etc. by answering incoming calls, providing information and selling to potential guests and clients.
A Reservation Agent usually needs to capture as many bookings as possible by utilizing effective selling skills, so it's more like a sales person instead of an operational role such as an office clerk; traditionally hotel Reservation Department is part of Front Office, now more and more hotels put it under Sales & Marketing Department.
- Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
- Ascertain callers' needs through open-ended questions.
- Describe room accommodations and all amenities.
- Obtain all designated information to book a reservation.
- Accommodate special requests and designate such in system.
- Access guest history records to best service guests; maintain accurate information in guest history files.
- Maximize rate for all reservations.
- Promote and sell holiday and other packages to callers requesting reservations on designated dates.
- Assist callers with dining room reservations and amenity orders.
- Verify availability. Suggest alternate dates for sold-out dates.
- Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
- Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
- Set up proper billing accounts and process advance deposits.
- Verify all reservation information with caller to ensure accuracy.
- Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
- Review daily reservation accuracy, rate compliance from segment and source, system close-out when necessary and rate availability.
- Document all information for manual reservations on designated form.
- Input all manual reservations into the system.
- Spot-check reservations made the previous day and check all VIP arrivals.
- Obtain approval from Front Desk management for same day reservations on near sell-out dates.
- Process confirmation letters.
- Designate and apply appropriate travel agency commissions.
- Initiate deposit refunds for non-group reservations.
- Build rapport with guests through active listening, maintaining an appropriate pace and using a conversational approach to deliver a warm and friendly guest experience.
- Inspire loyalty through personalized and efficient service driven by the guest’s needs.
- Uses creativity to proactively find solutions to drive results; takes accountability and listens to ideas and feedback of others.
- Manage time effectively (including adherence to assigned schedule, attendance, break time compliance etc.)
- Navigate multiple web-based systems while managing various work streams to provide an enhanced guest experience.
- Work effectively by understanding, trusting and using tools and information appropriately.
- Follow the internal up-sell program for Reservations department.
- Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Access all functions of the computer system.
- Set up work station with necessary supplies and resource materials.
The national average salary for a Reservations Agent is $28,826 in United States. Salary estimates are based on 990 salaries submitted anonymously to Glassdoor by Reservations Agent employees.
The average salary of Reservation Agents in the USA is $14.32/hour estimated from 2,305 employees, users, and past and present job advertisements on Indeed in the past 36 months. Last updated: May 29, 2019
- High school diploma, GED, or equivalent; some college preferred
- 2 to 4 years of previous customer service experience required
- Excellent customer service skills including a positive, professional, service-oriented attitude and the ability to consistently communicate this attitude to associates, guests, hotel staff and management.
- Excellent discretionary judgment: ability to evaluate hotel problems and determine solution based on various indicators, such as past performance, prior coaching, and legal and privacy issues.
- A detail oriented highly self-motivated individual with ability to work with minimal supervision
- Excellent verbal and written communication skills and interpersonal skills
- Good listening skills
- Must be skilled and comfortable working in a highly automated environment. Demonstrated competency using Windows-based computer systems and software programs; excellent MS Office skills with emphasis on Excel and Word preferred
- Ability to learn new programs and updates to exiting programs.
- Excellent writing skills including, spelling grammar and punctuation; must be able to type 35 WPM at a minimum.
- Ability to adapt, implement and support change
- Requires the ability to multi-task, perform under pressure and work within time constraints
- Demonstrates flexibility and willingness to cross-train for other functions as required.