Reservations agents work for hotels, resorts, airlines, car rental firms and other companies that provide travel services. Normally found in larger hotels, in smaller hotels Front office agent handles this job. Reservations agents must have strong customer service and communications skills.
They’re often the first representatives customers speak with when they want to make reservations or ask questions. Reservation agents work in hotels and resorts to help people book their stay. Reservation agents often work in call centers for the resorts and take incoming calls for people interested in staying in the property.
To handle all future reservations, matching the needs of the guests with the hotel. The primary function of reservations agents is to handle all aspects of room or travel reservations for guests and travel agents. They make reservations, process payments and confirm arrangements. Since much of the work is done over the phone, agents need to have a pleasant phone voice and a professional but friendly attitude.
Duties and Responsibilities:
• Process reservations by mail, telephone, telex, cable, fax or central reservation system referral.
• Process reservations from the sales office, other hotel departments and travel agents.
• Know the type of rooms, location and layout, status, rates, package plans, benefits etc.
• Maintain reservation records by date and time of arrival and alphabetical listings.
• Process cancellations and modifications.
• Prepare letters of confirmation and communicate to the prospective guest / representative.
• Know the hotel’s policy on guaranteed reservations and no-shows.
• Process advance deposits on reservations.
• Prepare expected arrival lists and communicate reservation information for front office.
• Assist in pre-registration activities when appropriate.
• Promote goodwill by being courteous, friendly and helpful to guests, managers and fellow employees.
• A primary responsibility of virtually all reservation agents is to make and confirm reservations.
• Most reservation agents of all types are required to maintain some sort of records with all transactions from that day of service. Sometimes, customers will pay an advance deposit for their reservation, and reservation agents are required to keep records of these deposits also.
• Travel reservation agents help guests book their trips to various destinations and may take the place of an airline reservation agent by helping their customers reserve airline tickets also.
• They may help customers over the phone who are calling to get price quotes and reserve rooms or handle guests as walk-ins. They check guests in and out of the hotel or resort as part of their reservation duties.
• Answers the phone.
• Processes reservations by mail, telephone, fax, or Internet.
• Processes reservations from the sales office, other hotel departments, and travel agents.
• Demonstrate thorough knowledge of the property, room types and room amenities
• Knows the selling status, rates, and benefits of all packages and specials
• Creates and maintains reservation records.
• Prepares letters of confirmation.
• Communicates reservation information to the front desk.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the resort’s policy on guaranteed reservations and no-shows.
• Tracks future room availabilities on the basis of reservations
• Prepares expected arrival lists for front office use as needed.
• Assists in pre-registration activities when appropriate
• Monitors advance deposit requirements.
• Maintains a clean and neat appearance and work area at all times.
• Performs other duties as assigned by manager.