Hotel Reservation Agent

Job Title: Hotel Reservations Agent

  We are a rapidly growing company where you can make a real difference. Our continued growth and progress depend on our employees: people with initiative, creativity, and enthusiasm. We are committed to attracting, developing, and retaining high-quality employees and rewarding them for the results they achieve.

We hope all team members find their positions with us to be an exciting and enriching experience.

 We Offer:

• Complimentary Shift Meal
• Bi-Weekly Service Bonus
• Employee Recognition Programs
• Employee Discounts

Full-Time Employees:

• Paid Time Off (PTO Time)
• 401K Program - Company Match
• Medical, Dental, and Vision – Competitive Pricing
• Life Insurance - Company Paid
• Short Term Disability - Company Paid

Job Summary:

Delamar’s Reservation Agents are a vital part of any hotel’s team. This job involves ensuring that guests’ needs are met by booking their rooms, answering their questions, and assisting with any problems that arise during their stay. The Reservation Agents interact with guests through phone and email to handle reservations, cancellations, and changes to bookings. This role requires excellent communication skills.

  Key Responsibilities:

• Handle incoming reservation inquires via phone, email, or online channels, providing information about room availability, rates, packages, and amenities.
• Assist hotel guests with booking, modifying, and cancelling reservations as necessary.
• Promote hotel services, amenities, and packages to guests during the reservation process, identifying opportunities for upselling or cross-selling to enhance the guest experience and maximize revenue for the hotel.
• Accurately input reservation details into the hotel’s reservation system, including guest information, room preferences, special requests, and payment details, ensuring completeness and correctness of reservation records.
• Confirm reservations with guests via phone or email, providing confirmation details, reservation policies, and relevant information to ensure guests have all necessary information for their upcoming stays.
• Manage room inventory and allocate rooms based on availability and guest preferences.
• Collaborate with other hotel departments, such as housekeeping and front desk, to deliver high-quality service to guests.
• Address guest concerns or issues related to reservations, such as discrepancies, cancellations, or special requests, and work with relevant departments to resolve problems promptly and satisfactorily.
• Maintain knowledge of local events and attractions to make recommendations to guests.

  Qualifications and Skills:

• Excellent phone etiquette and verbal communication skills
• Strong computer and email communication skills
• Attention to detail and the ability to resolve customer issues.
• Flexible schedule – including weekends and holidays
• Knowledge of PMS Opera (preferred)
• Experience working as a Reservation Agent in a hotel setting (preferred)

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