Reservation Agent, (Full time)

SCOPE AND PURPOSE:

The Reservations Agent is responsible for creating a seamless, personalized booking experience while supporting the hotel’s revenue and service objectives. As an important first point of contact for prospective and returning guests, the Reservations Agent provides knowledgeable, polished, and attentive service throughout the booking process.

This is an onsite position primarily scheduled for weekday afternoons and weekend mornings, providing additional reservations coverage and ensuring guest inquiries are handled promptly throughout the week. The position will also provide support to the Sales and Front Office teams as business needs require, creating a collaborative role that supports the overall guest experience and hotel operation.

MAIN DUTIES AND RESPONSIBILITIES:

Reservations & Guest Experience

• Respond promptly and professionally to reservation calls, emails, voicemails, and booking inquiries; assist with new reservations, modifications, cancellations, and general questions.
• Provide accurate information regarding guestrooms, suites, rates, packages, amenities, resort services, policies, and experiences.
• Build rapport with guests, understand the purpose of their stay, and recommend accommodations and experiences that best meet their needs.
• Clearly communicate rate terms, deposits, cancellation requirements, and hotel policies while maintaining a warm and personalized guest experience.
• Maintain ownership of guest requests and ensure appropriate follow-up from initial inquiry through confirmation.

Sales, Systems & Reservation Management

• Use a consultative sales approach to maximize revenue through thoughtful upselling of premium room categories, suites, packages, extended stays, and applicable hotel experiences.
• Maintain current knowledge of availability, promotions, packages, restrictions, and selling strategies while supporting established expectations for conversion, upselling, and reservation accuracy.
• Accurately create, modify, and maintain reservations and guest profiles in Infor HMS, Revinate Reservation Sales, Revinate Guest, SynXis CRS, and other designated hotel systems.
• Process deposits, cancellations, refunds, and applicable penalties in accordance with hotel policies and procedures.
• Manage reservations and requests received through travel advisors, consortia, OTAs, and third-party extranets, including Expedia and Booking.com.
• Review upcoming reservations and arrivals for accuracy, completeness, payment requirements, guest preferences, special occasions, and requests.

Hotel Coordination & Professional Standards

• Communicate guest preferences, special requests, reservation changes, and other important information to Front Office, Concierge, Housekeeping, Revenue Management, Sales, and other departments as appropriate.
• Provide reservation-related support to Sales and Front Office, including rooming lists, booking research, arrival preparation, reservation corrections, and other operational needs.
• Maintain awareness of hotel amenities, experiences, promotions, and daily operations to provide accurate information and support a seamless guest experience.
• Protect guest privacy and handle personal, payment, reservation, and preference information with discretion.
• Follow established reservation, payment, privacy, security, and guest service procedures while maintaining accuracy across multiple priorities and systems.
• Participate in training, meetings, and service initiatives and assist with other related administrative or operational duties as assigned.