Multi-Property Reservations Agent

Position summary

Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine the appropriate room type. Verify room type and rate availability. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities, services, and room accommodations. Follow sales techniques to maximize revenue. Input and access data in the reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by entering the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.

Follow all company policies and procedures. Ensure uniform and personal appearance are clean and professional. Maintain the confidentiality of proprietary information, protect company assets, and protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards. Anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine