Reservations Agent

Reservations Agent

JOB TITLE: Reservations Agent

REPORTS TO: Front Desk Manager

Job Summary

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by email, telephone, or through a central reservation system. Creates and maintains reservation records using Property Management Software, prepares  confirmation notices and promptly processes any cancellations and modifications.

Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.

RESERVATION AGENT DUTIES AND RESPONSIBILITIES:

1. Processes reservations received via email, telephone, Property Management System (PMS), or central reservation systems referral.
2. Processes reservations received from corporate clients, local and international travel agents.
3. Knows the type of rooms available as well as their location and layout.
4. Knows the selling status, rates, and benefits of all packages plans.
5. Knows the reservations’ credit, cancellation and other policies of the hotel and how to apply each to applicable reservations.
6. Creates and maintains reservation records on PMS.
7. Prepares and sends confirmation notices via PMS/email.
8. Communicates reservation information to the front desk.
9. Processes cancellations and modifications and promptly updates PMS and relays this information to the front desk.
10. Understands the hotel's policy on guaranteed reservations and no-shows.
11. Processes advance deposits on reservations.
12. Tracks future room availabilities on the basis of reservations and helps develop forecasts for room revenue and occupancy. 
13. Assists in preregistration activities when appropriate.
14. Monitors advance deposit requirements.
15. Handles daily correspondence. Responds to inquiries and makes reservations as needed.
16. Makes sure that files are kept up to date.
17. Maintains a clean and neat appearance and work area at all times.
18. Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
19. Getting information about areas of interest in order to target more clients in particular seasons.
20. Understands all front office procedures and assist with reception duties when required.
21. Adheres to Company’s policies and procedures.
22. Prepares daily/weekly/monthly reservation reports as required.
23. Other related duties.

PREREQUISITES:

Knowledge, Skills & Abilities:

• Proficiency in Microsoft Office
• Excellent written & oral communication skills
• Excellent interpersonal skills.
• Exceptional Customer Service skills.
• Knowledge of Health & Safety practices.

Education & Experience

• Diploma/certificate in Hotel Reservations/Hospitality or similar area.
• Five (5) CXC including Mathematics and English grade 2 or above.
• Minimum of 2 years in Previous hotel-related experience desired.
• Experience in the use of Property Management Software and their functionalities.