Reservations Agent | Rose Wood

December 12, 2023

Job Description

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:
a. All hotel facilities/services, hours of operation.
b. All guest room layouts, bed types, decor, appointments and locations.
c. Room availability for any given day.
d. Restricted dates, rates and room types.
e. All room rates, packages and promotions.
f. Specific arrangements between hotel and travel agencies, corporate reservations center.
g. Entertainment/special events scheduled in the hotel.
• Access all functions of the computer system.
• Set up work station with necessary supplies and resource materials.
• Input all manual reservations into the system.
• Obtain approval from Front Desk management for same day reservations on near sell-out dates.
• Process confirmation letters.
• Designate and apply appropriate travel agency commissions.
• Initiate deposit refunds for non-group reservations.
• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.