Reservations Agent job description
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What does a Reservations Agent do?
The Reservations Agent is responsible for managing booking requests and ensuring a seamless customer experience. This role is integral to maximizing sales and occupancy rates by providing friendly and knowledgeable service, thus enhancing overall guest satisfaction.
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What are the Key Responsibilities of Reservations Agent
- Process reservations and handle inquiries via phone, email, and online.
- Provide information about room features, rates, and amenities to potential guests.
- Maintain up-to-date knowledge on promotions and special offers.
- Coordinate with other departments to fulfill special requests or resolve issues.
- Handle cancellations or modifications and resolve booking conflicts.
- Assist in optimizing room occupancy and revenue.
- Generate reservation reports and maintain accurate records.
What are the Skills and Requirements for a Reservations Agent?
- Strong communication and customer service skills.
- Proficiency in reservation software systems.
- Attention to detail and organizational skills.
- Problem-solving abilities and ability to work under pressure.
What are the KPIs to track for Reservations Agent?
Reservations Agents are measured by their ability to enhance booking accuracy, increase booking conversions, reduce cancellations, and maintain high levels of guest satisfaction through effective communication and problem-solving skills.
Booking Accuracy
Minimize errors in reservation details.
Booking Conversion
Maximize the number of inquiries converted into confirmed bookings.
Customer Satisfaction
Maintain high satisfaction ratings from guests on service.
Reports to
Reservations Manager
Collaborates with
Front Office, Sales and Marketing, Housekeeping
Leads
N/A
Are any specific tools or software required for the Reservations Agent role?
- Opera PMS
- MICROS-Fidelio
- Microsoft Office Suite
What is the qualification of Reservations Agent?
High school diploma or equivalent; Prior experience in hospitality or customer service preferred.
