Reservation Agent

Reservations Agent

JOB DESCRIPTION

DEPARTMENT: Reservations

REPORTS TO: Reservations Manager

STATUS: Non-Exempt

JOB SUMMARY

The Reservations Agent is responsible for handling incoming reservation requests and ensuring accurate booking details for guests. This role involves answering calls, responding to emails, entering reservation information into the system, and assisting guests with questions about room types, rates, and hotel services. The Reservations Agent plays a key role in creating a positive first impression and supporting the hotel's occupancy and revenue goals.

QUALIFICATION STANDARDS

Education & Experience:

• High School diploma or equivalent required.

• Previous customer service or hospitality experience preferred.

• Basic computer skills and ability to learn reservation systems.

• Strong communication skills and pleasant telephone etiquette.

Physical Requirements:

• Ability to sit for extended periods while using a computer and phone.

• Light mobility to access office equipment and assist at the front desk if needed.

General Requirements

• Friendly, courteous, and guestoriented demeanor.

• Strong communication skills to effectively interact with guests and team members.

• Must maintain a neat, professional appearance at all times.

• Responsible, reliable, and able to perform duties with minimal supervision.

DUTIES & FUNCTIONS

Fundamental Requirements:

• Answer incoming calls and emails promptly and professionally, ensuring a friendly and helpful tone at all times.

• Accurately enter reservation details into the property management system, including guest names, dates, room types, and special requests.

• Assist guests with questions about rates, availability, and hotel amenities, providing clear and accurate information.

• Process changes and cancellations efficiently, ensuring updated records and notifying relevant departments when necessary.

• Handle special requests and VIP reservations, communicating details to housekeeping, front desk, and other departments.

• Maintain updated knowledge of hotel promotions, packages, and policies to provide accurate information and upsell when appropriate.

• Verify payment details and secure deposits according to hotel policy.

• Monitor room inventory and availability, ensuring accurate allocation of rooms and avoiding overbooking.

• Communicate effectively with Sales and Front Office teams regarding group bookings, rooming lists, and pre-registration details.

• Assist with daily reports and forecasts, such as occupancy and availability summaries.

• Follow all brand and company standards for reservation handling, including confidentiality and data protection.

• Support front desk operations during peak periods, such as check-in/check-out assistance.

• Participate in training sessions and team meetings to stay updated on procedures and promotions.

• Provide exceptional customer service, resolving guest inquiries or escalating issues to supervisors when necessary.

• Perform other duties as assigned by management to support overall hotel operations.

In accordance with New Jersey State Legislature (New Jersey Legislature Bill S2310 Sca (1R)) which requires private employers with ten (10) or more employees to include a range of pay for all advertised jobs, promotion, or transfer opportunities. This position pays $15.92 - $17.00/hr dependent on experience.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.