Answering incoming calls and giving satisfactory replies to customer inquiries and complaints
Reading and interpreting the reservation system at a speedy pace
Monitoring reservations schedules cancellations and no-shows
Report any unusual rates or system errors.
Oversee changes to original reservations and managing exchanges and refunds
Outstanding experience in handling reservation inquiries in the hotel industry
Recovering lost/found Items and scheduling their payment/delivery back to guests
Profound knowledge of attending to incoming and outgoing calls, text messages, and emails

Excellent written and verbal communication; additional languages preferred.

Deep knowledge of maintaining cordial relations with all guests
Solid understanding of giving special treatment to VIP guests
Run analytical reports and correct folio information/make notes for staff training each month
Creating constant improvement to the speed and efficiency in the workplace by suggestion ideas to management for further implementation

Profound knowledge of google drive & sheets preferred.

Make Reservations
The main duty of a Reservation Agent is to assist customers with planning and booking reservations. This can mean booking a hotel room, an event space inquiry, group reservations & housing, uploading contacts, answering text messages, emails, and multiple phone lines. They may also help plan travel itineraries by suggesting local tourist attractions and places of interest. They then process payments, accept authorization forms, and hold reservations by verifying valid credit card details. Send detailed confirmations to guests. If there are any issues or discrepancies, the reservations agent with correct them on behalf of the guest or the OTA.

Provide Customer Service
Reservation Agents must be very knowledgeable when guests have questions throughout the booking process, and follow up with any requests or services required. If the question is not something the Reservation Agent knows or has immediate access to, it is their responsibility to obtain the answer and get back to the customer. Relaying important guest information (i.e. arrival time, late checkout, early check-in, package identification, etc.) to the Guest Services Agents via folio comments, and WorkPlace Chat is mandatory.

Sell Services and Product
Selling services and products. Upsell by offering clients additional services or special packages. Concierge; car rental facilities sell additional upgrades; and in room services. Group sales & housing. Execute signed contracts and secure payments, and deposits. Meet monthly or quarterly goals, while others may place a minimum requirement for their Reservation Agents to meet.

Job Types: Full-time, Part-time

Pay: $15.00 - $19.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• After school
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overtime
• Weekend availability

Work Location: One location

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