Reservations Agent (225-730)

The role of a Reservations Agent is pivotal in the hospitality or travel industry, acting as the primary point of contact between guests or clients and the company. This position is not simply about processing reservations; it focuses on delivering exceptional service and ensuring that every interaction reflects the company's commitment to excellence. As a Reservations Agent, you will liaise with customers to confirm their accommodation, travel, or event preferences, providing expert guidance and support throughout the booking process. You are expected to maintain high accuracy levels in data entry while maximizing sales opportunities. In addition, the role demands solid problem-solving skills to effectively manage any inquiries or issues that may arise, ensuring that customer satisfaction is paramount. This role requires impeccable communication skills both verbally and in writing, and a professional demeanor in all interactions.

Responsibilities

• Handle incoming reservation requests from clients and provide all necessary information.
• Accurately enter and update reservation details in the booking system consistently.
• Maintain a high level of product knowledge to answer customer inquiries effectively.
• Ensure all reservations adhere to company policies, procedures, and pricing guidelines.
• Provide personalized travel planning and booking services to meet client expectations.
• Actively promote special offers or discounts and upsell when appropriate.
• Maintain a positive and professional demeanor during interactions with all guests.
• Coordinate with various departments to ensure seamless service delivery for reservations.
• Resolve customer issues promptly and escalate as necessary to ensure satisfaction.
• Follow up on customer inquiries not immediately resolved during the initial contact.
• Prepare reports on booking trends to assist with demand forecasting and management.
• Stay updated with industry trends, policies, and procedures through continuous learning.

Requirements

• Previous experience in customer service or reservations is highly desirable.
• Excellent verbal and written communication skills with a customer-focused attitude.
• Ability to multitask effectively and maintain composure in a fast-paced environment.
• Proficient in using computer systems and reservation software applications.
• Strong problem-solving skills with the ability to handle challenging situations calmly.
• Attention to detail and accuracy in recording and processing reservations.
• Flexibility to work varying shifts, including evenings, weekends, and holidays if required.