Reservations Agent
hace 2 días
Memphis
Job DescriptionDescription: We are seeking a friendly and detail-oriented Reservation Agent to join our dynamic team. In this role, you will be the first point of contact for our guests and groups, ensuring a seamless and welcoming booking experience. This position requires exceptional organizational and communication skills, with a strong focus on both individual and group reservation management. This position reports to the Front Desk Manager with partial responsibilities with the Sales Department. Key Responsibilities:Individual & General Reservations • Handle incoming reservation requests via phone, email, or online booking systems, • Provide accurate information on availability, rates, promotions, and amenities, • Confirm, modify, and cancel reservations while updating booking details in the system, • Maintain organized and up-to-date records of bookings and guest interactions, • Collaborate with internal departments (Front Desk, Sales, Housekeeping, etc.) to ensure guest satisfaction, • Resolve guest inquiries and concerns professionally and promptly, • Oversee and manage group manifests for major airlines, ensuring all details are accurate, complete, and properly accounted for daily signing sheets, • Liaison with NBA and Grizzlies Reservations / Rooming Lists directly with clients, • Perform other duties and attend meetings as assigned by hotel or department leadershipGroup Reservations & Coordination, • Maintain updated files on all upcoming group bookings upon receipt of turnover, • Ensure accuracy of room blocks, rates, and cutoff dates in the system, • Detail each group reservation with specific information (e.g., rate codes, deposits, room requests, package inclusions, and contract concessions), • Build group-specific rate plans, including routing profiles, deposit, and cancellation policies, • Process travel agent commissions related to group bookings, • Serve as liaison between the group, sales, and central reservations teams, • Input and manage group rooming lists; process updates and billing changes as provided by Conference Services Coordinators, • Assign rooms manually based on specific location or amenity requests, • Provide reservation and pick-up reports as needed, • Cross-check group resumes with reservation system data for accuracy, • Review and correct previous night's no-show reservations, • Assist accounting in verifying and correcting group guest folios, • Ensure timely and accurate execution of all group reservation functions, • Communicate effectively with key internal contacts including Call Center Manager, Business Analyst, Sales Manager, and Conference Services Coordinator Skills & Qualifications: • Previous experience in reservations, front office, customer service, or hospitality (preferred), • Familiarity with reservation systems (e.g., Opera, Colleague Advantage, Reserve) and Microsoft Office Suite, • Excellent verbal and written communication skills, • Strong attention to detail and accuracy in data entry, • Proven ability to multitask, prioritize, and work well under pressure, • Highly organized and deadline-driven, • Professional, approachable, and customer-focused attitude Why Join Us? • Collaborative team environment, • Opportunities for professional growth, • A chance to contribute to memorable guest experiences, • Competitive compensation and benefits (if applicable)Requirements: