Reservations Agent

As a Reservation Agent you will ensure outstanding customer service, to potential and past hotel guests. The main responsibility of a Reservation Agent is to help customers with planning and booking reservations for Menin Hospitality hotel brands. Agents will work with customers to plan out the duration of their stay and then send booking confirmation to guests after processing payments. They are often the first person a customer will contact to sort out any issues with a reservation.

• Provides customer service support if there is a problem with payment confirmation or issues navigating a hotel website to book a stay. Hotel reservation agents must hold themselves to the highest standards of professionalism as they work through customer issues.

• Encouraged (or required) to upsell and promote relevant travel packages and touring opportunities to customers.

• Be knowledgeable about the area a hotel is in and be prepared to offer advice when necessary.

• Keeping accurate records about customer bookings, payments, and any additional information that hotel staff might need when interacting with a guest. They might also use records to follow up with previous customers to encourage them to book another stay at the hotel.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Menin rules and regulations for the safe and effective operation of the hotel’s facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Interpersonal skills – patience, a good listening ear, and confident communication are important skills a hotel reservation agent must rely on while assisting customers

• Organization skills – hotel reservation agents usually manage large amounts of customer information and should be able to easily keep track of everything

• Memorization – reservation agents are expected to have an in-depth knowledge of hotel features, amenities, and room information, along with information about the surrounding area

• Patience – work as a hotel reservation agent can include many stressful situations with a variety of customers, and agents are expected to remain calm and pleasant no matter the situation

• Technological proficiency – the duties of hotel reservation agents are carried out on the phone or on the computer, and those in the role should be comfortable with using technology

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.   

• Requires good communication skills, both verbal and written. 

QUALIFICATION STANDARDS

High school or equivalent education required.  Bachelor’s Degree preferred.

Experience

One-year customer service or reservation/call-center experience required.

As a Reservation Agent you will ensure outstanding customer service, to potential and past hotel guests. The main responsibility of a Reservation Agent is to help customers with planning and booking reservations for Menin Hospitality hotel brands. Agents will work with customers to plan out the duration of their stay and then send booking confirmation to guests after processing payments. They are often the first person a customer will contact to sort out any issues with a reservation.

• Provides customer service support if there is a problem with payment confirmation or issues navigating a hotel website to book a stay. Hotel reservation agents must hold themselves to the highest standards of professionalism as they work through customer issues.

• Encouraged (or required) to upsell and promote relevant travel packages and touring opportunities to customers.

• Be knowledgeable about the area a hotel is in and be prepared to offer advice when necessary.

• Keeping accurate records about customer bookings, payments, and any additional information that hotel staff might need when interacting with a guest. They might also use records to follow up with previous customers to encourage them to book another stay at the hotel.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Menin rules and regulations for the safe and effective operation of the hotel’s facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Interpersonal skills – patience, a good listening ear, and confident communication are important skills a hotel reservation agent must rely on while assisting customers

• Organization skills – hotel reservation agents usually manage large amounts of customer information and should be able to easily keep track of everything

• Memorization – reservation agents are expected to have an in-depth knowledge of hotel features, amenities, and room information, along with information about the surrounding area

• Patience – work as a hotel reservation agent can include many stressful situations with a variety of customers, and agents are expected to remain calm and pleasant no matter the situation

• Technological proficiency – the duties of hotel reservation agents are carried out on the phone or on the computer, and those in the role should be comfortable with using technology

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.

• Must be able to read and write to facilitate the communication process.   

• Requires good communication skills, both verbal and written. 

QUALIFICATION STANDARDS

High school or equivalent education required.  Bachelor’s Degree preferred.

Experience

One-year customer service or reservation/call-center experience required.