Reservation Agent
Key Skills for This Role
Full Job Posting
Reservation sales and processing
- Sell hotel products and services using upselling and suggestive-selling techniques; maintain product and service knowledge.
- Prepare action plans to increase reservation sales and associated business.
- Record and process phone and email reservations, offer waitlists when rooms are unavailable, and process changes such as extensions and early departures.
- Investigate and record no-show reservations; maintain knowledge of rates, offers, and promotions.
- Monitor reservation levels and advise managers of current and future occupancy.
Administration and coordination
- Prepare reservation sales reports, other requested reports, quotes, correspondence, database entries, and filing.
- Respond promptly to room enquiries and follow up on client requests within 24 hours.
- Record special billing arrangements for groups and conventions; coordinate credit approvals with operations or finance managers.
- Develop methods to increase departmental revenue and work toward budget targets.
- Communicate with hotel departments and sister properties; attend required meetings and training.
- Complete assigned projects on time and maintain accurate, organized reports and records.
Service and workplace standards
- Maintain client confidentiality and professional conduct.
- Follow hotel policies and occupational health and safety procedures, report concerns, and maintain a professional, organized work environment.
- Identify service and product improvements to meet client expectations and maintain good working relationships with colleagues.
Education and experience
- Higher School Certificate / Year 12 or equivalent.
- Previous experience in a hotel reservations sales environment.
- Knowledge of hotel PMS (Opera).
Technical and personal skills
- Competent with Word, Excel, PowerPoint, and software packages; competent oral and written communication.
- Strong organization and work-coordination skills for multiple assignments and projects.
- Able to work under pressure and adapt to change.
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