Reservations Agent

Reservations Agent

Full-Time / Hourly

Job Summary

The Reservation Agent is responsible for providing personalized service and responding to all inquiries received via email and phone. They must provide guests with all the necessary information, accurately describe the property, and explain the benefits of staying there. The agent must communicate effectively, efficiently, and consistently, always offering professional and courteous service while following all rules, standards, and procedures established by the hotel.

Main responsibilities:

• Answer phone calls and provide a polite response to all calls in a professional manner while following telephone etiquette.
• Maintain a calm and professional attitude in difficult customer situations, always adhering to hotel standards.
• Answer all questions and provide the necessary information to close the sale.
• Be familiar with all market segments and their corresponding codes.
• Process reservations, deposits, cancellations, and refunds.
• Stay informed about all current offers and promotions.
• Follow all instructions and job assignments provided by the manager.
• Participate in all meetings and training sessions required for the position.
• Keep the work area clean and organized.
• Responsible for generating reports as assigned by the immediate supervisor.
• Execute all instructions and tasks assigned by the immediate supervisor, as well as any additional responsibilities required by the position.

Minimum requirements of the position:

• High School diploma or equivalent and/or experience in a hotel or related field preferred.
• Bilingual (English and Spanish).
• Must be able to convey information and ideas clearly.
• Must be proficient in Windows operating systems.
• Flexible schedule (available to work overtime, day and night shifts, holidays and weekends).
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

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