Reservation Agent

The Reservation Agent is responsible for receiving calls with a friendly, warm, and professional demeanor to all clients, advising and recommending the best alternatives of accommodation and all aspects of hotel services, detecting individual needs and ensuring customer satisfaction in each reservation, always seeking to maximize hotel revenue.

Duties and Responsibilities

• Daily monitoring of all new reservations and information requests, tracking on different extranets, emails, etc.
• Making follow-up calls or emails to clients to ensure they have booked the right accommodation, and reconfirming special services such as airport transfers, spa, and restaurant reservations.
• Using hotel IT systems, entering all new reservations and keeping each client's profile up-to-date.
• Maintaining complete and organized files of active reservations.
• Familiarity with all hotel offers, identifying guests' needs during the reservation process.
• Employing messages and notes in the system to communicate anticipated and correct special needs and requirements of our clients.
• Using and understanding room availability for determining daily sales strategy.
• Familiarization with Opera screens for determining current availability, room types, etc.
• Applying charges to all reservation cards with direct payment status.
• Identifying in the system individuals with disabilities for better assignment.
• Completing reservation confirmations (including email format). Including prepaid and cancellation policies to clients.
• These functions are enumerative, not limiting. Maintaining discretion and confidentiality of all our guests and hotel information.
• Answering phone calls within 3 rings, using correct salutations and telephone etiquette. Maintaining a conversion rate of 60% of calls and requests.
• Reviewing different channels through which reservations can be entered, as well as entering all reservation requests from various segments in a quick and precise manner, processing all changes and cancellations on the same day.
• Holding excellent inventory control by categories to avoid over-sales in the same category, seeking to sell categories to increase revenue, keeping the Reservations Manager informed in case of over-sale.
• Obtaining approval for same-day reservation management when only one room is available.
• Familiarity with hotel rooms, facilities, and services, as well as policies and procedures.
• Maintaining electronic files up-to-date.
• Participating and supporting hotel and company efforts towards sustainability and environmental initiatives as part of the Planet Auberge program.