Cluster Reservation Agent

Job description

Oversee accuracy of room blocks and group market codes. Communicate company values and culture to new employees. Review and implement new reservation procedures. Process reservation requests, changes, and cancellations via phone, fax, or mail. Identify guest needs and select appropriate room type. Verify room type availability and rates. Explain guarantee, special rate, and cancellation policies. Document special requests. Answer guest inquiries about facilities and services. Apply sales techniques to maximize revenue. Input data into the reservation system. Resolve challenges in rooming requests. Set up billing accounts according to accounting policies. Troubleshoot and document guest issues or refer them appropriately. Assist management in training, scheduling, counseling, and motivating staff. Follow company policies, maintain professional appearance, and protect confidential information. Welcome guests, anticipate their needs, and thank them sincerely. Communicate clearly and professionally, prepare accurate documents, develop positive work relationships, and comply with quality standards. Perform permissible physical tasks.

Requirements

• Proficient in overseeing room block accuracy
• proficient in communicating company values
• knowledge of reservation procedures
• experience with processing reservations, changes, and cancellations
• proficient in verifying room availability and rates
• knowledge of guarantee, special rate, and cancellation policies
• proficient in documenting special requests
• knowledge of hotel facilities and services
• proficient in sales techniques to maximize revenue
• proficient in inputting data into reservation system
• proficient in resolving and documenting guest issues
• proficient in setting up billing accounts per accounting policies
• proficient in training and coaching staff
• proficient in adhering to company policies and professional appearance
• proficient in clear and professional communication
• proficient in preparing accurate documents
• proficient in developing positive work relationships
• proficient in complying with quality standards
• proficient in performing permitted physical tasks
• proficient in using reservation system and computer applications.

Skills