Reservation Agent

Key Responsibilities

• Handle room reservation enquiries through telephone, email, website, and online travel agencies.
• Provide accurate information about room types, rates, packages, promotions, hotel facilities, policies, and services.
• Create, modify, and cancel reservations accurately in the hotel reservation system.
• Confirm booking details, payment conditions, cancellation policies, and special requests with guests.
• Follow up on pending bookings, payment requirements, and guest requests.
• Promote higher room categories, packages, dining experiences, and other hotel services when appropriate.
• Ensure all guest profiles and reservation details are complete and accurate.
• Record special requests, preferences, celebrations, transportation needs, and other important information.
• Coordinate with Front Office, Housekeeping, Sales, Revenue, Finance, and other departments to support guest requirements.
• Monitor room availability, restrictions, promotions, and rate information.
• Handle group reservation requests and rooming lists when assigned.
• Process deposits, credit card information, and payment documents according to hotel procedures.
• Maintain guest confidentiality and protect personal and payment information.
• Respond to guest concerns professionally and refer complex matters to the supervisor or manager.
• Maintain clear records of reservation communication and follow-up actions.
• Support daily reservation reports, booking checks, and administrative tasks.
• Follow The Standard’s service standards, grooming standards, policies, and procedures.
• Perform other duties assigned by the supervisor or management.