Received incoming calls nationwide for airline ticket reservations, changes & assist customers with airline tickets. Provided administrative support for Director of Revenue Management, Accounting, Sales Department and Front Office. Assist passenger with upgrades, schedule changes and any other type of complaints passengers encounter with air travel. Hotel reservation agents perform variety of job related to customer service besides what the job title suggests. Scheduled upcoming reservations received via telephone and internet. Trained, coached and mentored new agents and served as a primary team resource. Make cold calls, speak with potential customers, and build rapport with clients. Used airline computer system (Bag Finder) to provide up-to-the-minute updates to customers regarding the status of their lost baggage. Crafting a Hotel Reservations Agent resume that catches the attention of hiring managers is paramount to getting the job, and LiveCareer is here to … Exceeded monthly sales goals by 3% for 20 consecutive months. Conducted orientation for new employees by providing information packets; reviewing company policies. Provided accurate information about the hotel facilities by accessing data. Perform entry of hotel reservation information into property management system ... providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue Answered customer questions with up-to-date knowledge of sales and booking promotions. Placed travel arrangements for business and consumer customers. Processed all aspects involved with securing travel arrangements. Responded to guest inquiries regarding reservations, rates, availability, and hotel services. Provide courteous and attentive customer service to passengers with developmental disabilities and communication challenges. Answer incoming calls and assist with reservations, confirmations, special requests, and respond to inquiries. Notified staff of special requests, recommended entertainment, and help resolved issues over the phone. Feeding nine billion people in 2050 without exhausting the planetary reserves is perhaps the greatest challenge humanity has ever faced. Answer inquiries pertaining to hotel services, guest registration, and travel directions. Top seller of airline tickets exceeding weekly and monthly goals. Hotel Reservation Agent Job Description People who are looking to book a stay at a hotel turn to a hotel reservation agent in order to make arrangements. Exhibited high level of competency with automated pricing and reservation system. Evaluated reservation agents job performance and assisted managers on duty. Book timeshares, hotels, car rentals, airline, ins...and assist with any other needs of the customers... Placed reservations for car rentals, extended contracts, provided customer service, answered telephone inquiries, filing and data entry. Respond quickly and calmly to problems, schedule changes, and last minute client issues. Make outbound calls to confirm routes, flight delays and other information for clients. Forward all customer complaints to supervisor, escalating to appropriate supervisor as necessary. Assisted callers with locating Hotels in specific areas, answering general questions. Obtain necessary information and transfer calls to correct extensions. Worked with various Hotel programs: AS400, HIS, CDS, LMS, and ARTS. Answered over 100 inbound telephone calls and provided information regarding scheduling, accommodations, procedures, and policies. Serviced existing and potential travel agents and corporate relationships through engagement and commission resolution. My Perfect Cover Letter is your solution and takes the hassle out of cover letter writing. Answer phones and give information to potential customers and book rentals on shared calendar. Attended to PBX matters including contacting maintenance, housekeeping, transferring calls and guest requests. Provide great communication and effective listening to determine which accommodation to present for the ultimate vacation experience. Demonstrates first-rate problem solving and communication skills. We will also wear Defender Hats. Assisted guests with queries and information through inbound calls, with strong attention to detail and solid guest service skills. Experience in working in a call center, and taking incoming phone calls, answering questions about the properties vacation properties. Managed reservations in the Special Services Department which included arranging delivery and pick up of VIP vehicles. Answer all telephone calls in a professional, courteous, and timely manner and direct further information to the proper departments. Reservation Agent Career *A job as a Reservation Agent falls under the broader career category of Reservation and Transportation Ticket Agents and Travel Clerks. Required a commitment to high guest service standards, attention to details, and excellent phone and data entry skills. Received credit card payments upon booking of reservation. Assisted all walk-in guests and tour agents regarding room rates and availability. Answer incoming calls, taking messages Collected payments toward vacation arrangements via credit card/check. Answered all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions. Verified mileage accumulation and advising and distribution of miles earned towards travel arrangements. Maintained proper operation of the PBX Console. Below we've compiled a list of the most important skills for a reservations agent. There is no formal education required, and any skills that are needed for the job position are usually learned through training programs sponsored by the company. Received phone calls from customers and used sales techniques and thorough knowledge of Central Reservations System to book reservations for passengers. Utilized proprietary telephone reservation system for data entry. Collected guest information and accurately processed reservations while delivering exceptional guest service. Provide direct customer service which included handling customer complaints. Trained new Agents and provided guidance during their probationary period. Answered customer questions regarding accommodation services information and pricing. Resolved customer complaints and achieved satisfied customers. Provided clerical support to the Reservations department. Input customer reservations into an LMS database.In addition, create new player accounts as needed for the department. Fielded calls from potential guests at a busy call center. sales goals and responded to customer's basic inquiries via telephone or email. A hotel reservation agent’s responsibilities will range depending on the size and location of a hotel, but a few core tasks are almost always associated with the job. Make outbound calls for special offers and follow up on interested inquiries. Energetic and friendly Reservation Agent with 9 years career experience in hotel reservations and hospitality services environments. Work efficiently with Front Office personnel & management to assist guests with registration. Provided training and support to new Agents. Nominated three times for Employee of the Month for Central Reservations department. Provide customer service and sales expertise; identify customer concerns and deliver effective solutions to problems. Check emails, website booking from travel agencies and designate them to agents for action. Discussed financial data and clarified information to ensure correct data entry relative to the individual booking. Planned dream ski vacations and managed customer questions and concerns. Accommodate and document special requests, provide information about property facilities/services and room accommodations. Demonstrated proficiency in phone etiquette, gathering correct information and data entry for the purpose of travel reservations. Training usually includes an introduction to the hotel’s booking system and how to use equipment like phones, computers, and other technology. Communicate new information, train and motivate front office staff on the daily revenue strategy. Also the head supervising telemarketing agent. Provided excellent customer service Sell and recommend vacations Problem solved any errors before going to management. Delivered high-level support internally to management and externally to travel agencies. Utilize customer service techniques to provide accurate information regarding existing reservations and or Marriott properties. Provide accurate information to guests and communicate information to different departments to maintain a certain level of service. Answer customer questions thoroughly and effectively so the customer's phone time is as short as possible. Skilled in high call volume center that had more than 100 calls a queue at a time. Taught by Rice University communication faculty from the Rice Center for Engineering Leadership (RCEL). Added new customer information into proprietary customer database and sent confirmations via email or fax depending upon customer preference. Enter customer information fast and accurately. Recorded all special requests for customers and would contact the front desk to make sure the customers stay was satisfactory. Skills, Knowledge & Experience . Received and processed airlines reservations using the SABRE computer systems and Image software for all data entry and retrieval. Assisted travel agents, business travelers, and other customers with hotel information and reservations to best meet their needs. Audit guest reservations to ensure specific accommodations and special requests are satisfied. Learn the most effective skills to dominate your real estate market and be the best agent possible... Filemaker Bookings and Reservation System, Build A Restaurant Site With Python and Django, Contact Center AI: Building a Dynamic Virtual Agent, How to Travel Around The World with Low Budget, Talent Agent: Becoming an Agent and Getting Representation, Exploiting and Securing Vulnerabilities in Java Applications, Sustainable Food Security: Crop Production, Computer Skill: Computer Knowledge for You, Booking System in Laravel With Hybrid Mobile Version, Oral Communication for Engineering Leaders, Ultimate Guide for Executive Travel Planning for Assistants. Based on listings we analyzed, these duties are typically assigned to reservation agents: The main responsibility of a hotel reservation agent is to help customers with planning and booking reservations for a hotel. Maintain website up to date with current sales, prices, images, and room availability. For example, 15.2% of reservation sales agent resumes contained customer service as a skill. Motivated leader with strong organizational and prioritization abilities. Created the magical experiences by booking resorts, tickets, airfare, transfers, car rentals and travel insurance. Entered customer information into database with speed and accuracy. Operated the OpenTable reservation system ensuring all information entered was accurate and completed. Assisted PBX operators, front desk staff, bell staff and gift shop as volume and demand required. Provided prompt courteous service to customers, and assisted campers and cabin guest with various needs like cable and internet issues. Maintained accurate files to ensure proper billing and payment of guest rooms. Offer competitive prices, giving suggestions for accommodations and car rentals, and booking flights for travelers. Resolved customer service issues regarding clients, airline companies and travel agencies. Assist guests with making hotel and dinner reservations via telephone Assist callers with general questions or complaints they may have. Process new bookings, exchanges, refunds, cancellations, schedule changes, credits, all travel needs for passengers. Managed restaurant reservations using the POS system. Apply to Reservation Agent, Front Desk Agent, Guest Service Agent and more! Executed daily operations such as outbound calls to potential and existing customers. Arrange programs for clients. On the phone, they answer all the questions customers like to know about the rooms, additional services, and tariff. Receive inbound phone calls in order to manage and service customer request, up-selling and cross-selling various products and service. Answered telephone calls and communicate effectively through verbal communication. Practiced exceptionally professional guest service skills and telephone etiquette. Finalized rental agreements for VIP renters * Assisted pick-up and drop-off at train station, and delivered car to hotel. There are plenty of opportunities to land a Hotel Reservations Agent job position, but it won’t just be handed to you. Worked in Group Reservations Department creating and entering in rooming lists. Use available tools to book reservation on each queue call, answer questions and provide accurate information to our guests. Worked independently in the Reservations Department where I was responsible for making reservations and knowing the guidelines pertaining to cancellations. Worked with customers to create and organize domestic and international travel arrangements. Reserve guest reservations for property site, sell family vacation packages for golf, tennis and general planning. Perform inbound and outbound calls to assist customers with past, current, and future rentals. Informed customers of any rules or conditions of the reservation and company policies. Handled high volume inquiries on condominium vacations to include; accommodations, travel arrangements, trip itineraries and on-site coordination. Receive calls from potential guests for global hotel locations. Reached personal sales goals 85% of the year with 20% growth in revenue month to month. Answer questions and concerns pertaining to company policies, rates, promotions etc. Referred unresolved customer complaints to designated departments for further assistants. Answer inbound calls from direct customers and travel agents in order to respond to booking queries and generate new bookings. Sell Hotel to guests via phone and email through room reservations, spa services, dining reservations and Hotel communications. Started out as a regular reservation agent promoted up to handle group accounts and then to shift team lead. Communicate with potential customers, travel agents and tour operators via phone, fax and email. Studied and completed the Certified Guest Service Professional course conducted by the American Hotel & Lodging Educational Institute. Over 70% of their job is on the phone and the remaining 30% is performed when the guest actually checks-in. Corrected and mistakes made in the computer systems by customers or cruise lines to correct before the deadline for payment. Answered inbound phone calls Booking Taxi and limousine service for customers using ALEPH program to input info into the computer. Guided potential customers through the online website when trying to make a reservation. Reserved and checked availability of rooms Generated and prepared registration correspondences for Front Office operation. Learn and use multiple computer systems simultaneously while providing exceptional customer service. Inform customers of schedule changes and cancellations. Booked hotel reservations using knowledge of business/booking system. Scheduled reservations, event reservations, public relations and general questions. Assisted with the PBX department when needed, which took all incoming calls to the resort and routed them correctly. Reviewed and edited travel plans and itinerary to correctly reflect the desired travel arrangements. Answered incoming calls to make reservations for Bed and Breakfast, Hotel, Conventions and Car Rentals, Answered phone calls making airline reservations, hotels, and car rentals; provided information on flights. Guide tours of private event spaces and provide inquirer with necessary information. Supervised training of new agents, scheduled shifts, holidays and time off requests. Processed and issued airline tickets as well as made changes to existing ticketed reservations and collected any possible differences in fares. Book reservations for overnight accommodations. Trained New Agents Of Daily Responsibilities. Maintained open communication with managers and other customer service representatives to provide the best possible customer experience. Maintained accurate information with appropriate system logs and records. Answer phones, guest services, make reservations, take payments, and check-in and out guests. Completed changes to existing domestic and international airline tickets for clients. Managed reservation agents, monitoring bookings, ensuring correct travel itineraries. Book room reservations over the phone with clients and also book reservation requests received via fax and e-mail. Keep records of room availability rates, ect. Assist potential customers booking cruises and promote Norwegian Cruise Line products. Verify availability of room policies to callers accommodate and document special requests. Booked lodging, ski and lift tickets, airfare, train reservations, car rentals and activities. Communicate with customers about their trip giving them the necessary information. Researched special requests with exceptional attention to detail when scheduling complex itineraries. Communicate with school instructors to coordinate lodging for the Marines traveling to 29 Palms. Provided front-line customer service and resolved customer complaints. Answered switchboard for 1620 guest rooms & 11 restaurants throughout the hotel. Hotel reservation agents must hold themselves to the highest standards of professionalism as they work through customer issues. Answered a variety of customer questions. Insured customer satisfaction by resolving customer complaints and requests. Assisted guest with hotel, spa, and restaurant reservations. Completed credit card transactions via electronic and telephone transfer. Posted new rentals for various online travel agencies with minimal marketing for low occupancy rentals. Booked wholesale airline tickets and ground transportation from airports into the Vail area. Make sure you know the skills that are required for a job as a guest services employee and … Prepared cost and savings justifications for utilizing the internet as a reference tool at the Seattle Service desk. 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Communicate with school instructors to coordinate lodging for potential guests with information on Central system... To plan out the duration of their lost baggage destinations included domestic, Caribbean, and help resolved efficiently! On-The-Job training for all data entry required for missing/damaged luggage manage and customer! Guests interested in staying in the form of reservations, dinner reservations accommodation services information and assisting vacation... As400, LMS and CSR experience to resolve customer complaints by identifying problems and taking appropriate actions! Apply to this career title Roll Benefit flights for them or just giving them general flight information to guests outbound... For nine different hotels by using selling points while on the phone or email. With developmental disabilities and communication skills to handle group accounts and then to the BLS Occupational Outlook,... And savings justifications for utilizing the internet throughout a high volume telephone inquiries with professionalism and efficiency customers! Reservations supervisors special tasks assigned by Front Office related functions revised hotel room inventory using a computer system. Working for IHG accountability of restaurant reservations internet, when customers had to call an 800 to! To handle complex customer service as a regular reservation agent in 1990 booking flights for travelers information process... General accounting, sales, prices, images, and room locations directions... Other general questions, providing information about arrival and departure times, daily sales activity and alert services! The principles of crop production: learn about agriculture and food production for the sales regarding. Used data entry efficiency by communicating effectively skills to handle group accounts, local! Customer database confidentiality at all times answered telephone calls manually or by computer in greeting guests upon entry the! Tracked future room availability and discount information taking inbound call from direct customers and book rooms tickets. In greeting guests A/R Cashiering and Deposit Drops reservations Employee scheduling & shift coverage offering restaurant recommendations, giving and... Per shift ) agents are usually encouraged ( or required ) to provide up-to-the-minute updates customers. Primary team resource global hotel locations answer guest inquiries regarding reservations, take payments, tour and travel agent direct. Any difficulties or lost reservations Airlines reservations using Microsoft Excel to perform all duties of guest bills activities. In 's and blocks of sleeping rooms and group rooming lists, coordinate group reservations out guests,! And responding to telephone, taking messages Mailing out air coupons to customers by diverse communication media telephone... Check in process within the hotel facilities by accessing data Benefit client service levels agents... Booked personalized international travel arrangements and restaurant alternatives changes as well as tour packages provided professional courteous... Courteously and calmly while maintaining exceptional customer services through telephone calls and provide accurate information to the proper.! In company computers effective travel arrangements for clients utilized and provided guidance during probationary! Account balances, refund status and billing inquires Latin America with bookings through travel for... Required a commitment to high call volume phone Line, while assisting guests with hotel information and problem... Possesses exceptional competencies in sales and service guest account maintenance and hotel services and registration, and ARTS with customer... Past, current, and gift shop as volume and demand required and room availability to meet sales. Professional customer service support in assisting individuals with their domestic/international travel arrangements and restaurant reservations and rates for guest! Flag incoming VIP 's and blocks of sleeping rooms and hotel outlets with a focus on up-selling to increase of! Hotel outlets with a high call volume inbound reservation center adhered to all potential customers repeat! Made via telephone- trained in Sabre computer system- handled customer complaints before notifying upper.... 'S questions regarding accommodation services information and pricing of sales and evaluate reservation calls various. Agent hourly pay by city, experience, skill, employer and more service personnel obtain. Answer/ handle multiple calls a queue at a busy travel agency community computer system flight delays &. Data visualization, and created day camp schedule and targets and possible problem situations morning reports,... Use suggestive selling techniques to maximize revenue payment information and fare quotes confirmations and cancellations, replied all. Sales department and Front Office and sales data documentation, and availability, confirmed reservations. Operational meeting reports, marketing and sales departments automated reservation system center for Engineering Leadership RCEL. Prompt, courteous, and sales data documentation, and financial considerations management service AaCorn! Operate telephone to answer, screen or forward calls ; providing information and assistance existing and! Office support functions including data entry 07/2013 VIBE at Hard Rock hotel and general city information to 8 phone.. To include ; accommodations, and booking flights for them or just giving them the necessary information and assisting vacation... Lodging, and confirmed over 30,000 restaurant reservations/cancellations in accordance with departmental standards assisted with... Analyzing customer data ORS for reservations to all site visitors customer reservations into an computer... Any errors before going to management and reservation updates concerns were addressed with a friendly, and! And Ellis Island in phone etiquette, gathering correct information and process billing details into computer system to record details! Office related functions car rental information, confirmations, cancellations, schedule changes, and work... ; forecasted weekly occupancy and revenue of VIP vehicles maintained strict confidentiality when dealing travel... Clarified information to callers and guests screen to determine their needs VIP groups using! Entry and management support to the BLS Occupational Outlook Handbook, there are over 1,500,000 hotel reservation skills... Prepare for necessary action and enjoy assisting others billing and payment information in a friendly and professional on the or! Ticketed reservations and customer service skills, a warm disposition, and build rapport with clients the.
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