Reservation Agent Job, The basic requirements and roles

Reservation Agent Job, The basic requirements and roles

The hotel industry might be down due to the current pandemic, but one thing is for sure it will bounce back.

One of the promising starting positions in a hotel is to be part of the customer service team. Reservation Department is one of them, being an agent will lead you to a managerial position or to the sales field.

If you are planning to pursue a career as a reservation agent, you should know first what are the requirements for you to get that job.

The basics are the below;

  • Having good comprehension and analyzation skills
  • Knowledge in using computer
  • Attentive to details
  • Organized
  • Working with passion

The requirements are easy, as the job is not rocket science, everyone can easily learn this nature of work. Determination, patience, and love in customer service jobs are the keys for you to succeed in this field.

Reservation Agent Job Role

Why do you need to have good comprehension and analyzation skills?

  • As a reservation agent, you will be processing all the reservation request from the inquiry received by phone or email
  • Changes, postponement, and cancellation are normal for any bookings. You should not be confused about the updated details in case this happens.
  • You should know, what to offer to guests and not. (ex. room type, room restrictions, bed type)
  • Room type, room rate, special rate, and cancellation policies are some of the important points you should fully understand.
  • Follow proper escalation procedures when addressing guest concerns.
  • Follow sales techniques to maximize revenue, and company policies and procedures.

Knowledgeable in using computer

  • it is not necessary to be an expert, but at least having a good knowledge of using it. Why? you will be responsible for replying to all the inquiries received from email. Mostly you will be using outlook software.
  • Each hotel has its own booking system, it is easy to learn if you know how a computer works.
  • The hotel booking systems has all the records of booker, their booking and changes. In case you need to trace any changes, your good computer knowledge will be beneficial for you.
  • 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 inputting the correct code and rate into the reservation system.

Attentive to details:

  • Guests are the king and queen of the hotel industry, their request, requirements no matter how small should be noted.
  • There are guests who will request you to put them on a high floor, non or smoking room, twin or single bed, etc. Not paying attention to it might cause problems in the time of guest check-in.
  • Knowing your property very well is a must, in case the guest asks you about the facilities, services you know what to answer confidently.

Organized

  • As a reservation agent, you will be handling many guest bookings, in some hotels, individual or group bookings are handle by the same agent. Being organized will ease your life to trace back all the communications in case needed.

Working with passion

  • In all types of work, passion is the key to love it and succeed in it. I think it is applicable more in the hospitality industry as it is giving high value to their guest. In this field you will encounter different people, some are good while most are demanding and hard to deal with. No matter how you feel towards them you should treat each guest with special treatment. I guess you can only do this if you have a passion for your work.

For sure there are more information that you need to learn, but above are the basic and important. Rest can be learned on-site and through the times you will work with the reservation department.

Wishing you a good opportunity with the hospitality industry!

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