Reservation Agent job description
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What does a Reservation Agent do?
The Reservation Agent is responsible for managing booking enquiries and reservations. This position plays a crucial role in maximizing occupancy and providing excellent customer service, ensuring that clients have a seamless booking experience.
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What are the Key Responsibilities of Reservation Agent
- Handle inbound reservation calls and emails efficiently.
- Process reservations using the company's booking system.
- Provide clients with accurate information regarding availability and rates.
- Assist customers in making informed decisions by suggesting alternatives and ad-ons.
- Maintain and update reservation records through competent use of office systems.
- Coordinate with other departments to ensure special requests are met.
- Resolve client concerns and complaints promptly while maintaining professionalism.
- Provide feedback to management about customer needs and potential improvements.
What are the Skills and Requirements for a Reservation Agent?
- Excellent verbal and written communication skills.
- Proficient in reservation systems (e.g., Opera or Sabre).
- Strong customer service orientation.
- Ability to multitask and manage time effectively.
- Attention to detail and accuracy.
- Problem-solving skills and the ability to handle stressful situations.
What are the KPIs to track for Reservation Agent?
The Reservation Agent's performance is evaluated based on the efficiency in booking processes, customer satisfaction levels, and the ability to maximize reservation opportunities to achieve optimised occupancy rates.
Reservation Accuracy
Accurate processing of booking details and high data-entry precision.
Customer Satisfaction
Maintain high customer satisfaction scores based on feedback.
Occupancy Rate
Contribution towards achieving target occupancy rates through efficient bookings.
Reports to
Front Office Manager
Collaborates with
Sales Team, Front Desk Staff
Leads
None
Are any specific tools or software required for the Reservation Agent role?
- Opera
- Sabre
- Microsoft Office Suite
What is the qualification of Reservation Agent?
High school diploma or equivalent, with prior experience in hospitality or customer service roles.
