We are looking for a detail-oriented and proactive Reservations Agent to handle all aspects of hotel reservations and guest inquiries. The successful candidate will be responsible for assisting guests with booking accommodations, providing information about hotel amenities and services, and ensuring guest satisfaction throughout the reservation process. The ideal candidate will possess strong communication skills, excellent customer service abilities, and a passion for delivering exceptional guest experiences.

Key Responsibilities:

• Respond promptly and courteously to guest inquiries and reservation requests via phone, email, and online channels

• Assist guests with booking hotel accommodations, including room selection, rate negotiation, and special requests

• Provide accurate and up-to-date information about hotel amenities, services, and policies to guests and potential guests

• Process reservations and room blocks in the hotel’s reservation system, ensuring accuracy and completeness of guest information

• Manage reservation cancellations, modifications, and special requests according to hotel policies and procedures

• Coordinate with other hotel departments, such as front office, housekeeping, and sales, to ensure seamless guest experiences

• Handle guest complaints and concerns related to reservations promptly and professionally, striving to resolve issues to the guest’s satisfaction

• Maintain confidentiality of guest information and adhere to data protection regulations and hotel privacy policies

• Stay informed about hotel promotions, packages, and special events to upsell and cross-sell hotel offerings to guests

Requirements:

• Previous experience in hotel reservations, customer service, or a related field is preferred

• Excellent communication skills, both verbal and written, with a professional and friendly demeanor

• Strong interpersonal skills and the ability to build rapport with guests and colleagues

• Proficiency in using reservation management software and Microsoft Office applications

• Detail-oriented with the ability to multitask and prioritize tasks effectively in a fast-paced environment

• Ability to work independently as well as part of a team, with a proactive approach to problem-solving

• Flexibility to work a variety of shifts, including evenings, weekends, and holidays, to support hotel operations

• Knowledge of hospitality industry standards and practices is a plus

What We Offer:

• Competitive salary commensurate with experience

• Comprehensive benefits package, including health insurance and retirement savings plan

• Opportunities for career growth and advancement within the company

• A supportive and collaborative work environment within a prestigious hotel setting

• Employee discounts on hotel accommodation and dining experiences