Reservation – Agent / Associate Job Description

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

Job Description, Duties, Interview Questions and Salary for Reservation Agent Position

A reservation agent or associate is responsible for assisting customers in making reservations for various services, such as hotel rooms, flights, rental cars, or activities. They must be knowledgeable about the products and services they offer and be able to answer any questions customers may have.

In addition to taking reservations, a reservation agent or associate may also be responsible for managing cancellations, changes to existing reservations, and refunds. They must be able to handle difficult situations with tact and diplomacy, while also maintaining a positive and professional demeanor.

Strong communication skills are essential for this position, as reservation agents and associates must be able to effectively communicate with customers over the phone, through email, or in person. They must also have excellent organizational skills, as they may be responsible for managing multiple reservations at once.

Overall, a reservation agent or associate plays a crucial role in ensuring that customers have a positive experience when booking services and can rely on the company for their travel needs.

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system. Creates and maintains reservation records by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing reservation deposits.

RESERVATION AGENT DUTIES AND RESPONSIBILITIES:

  1. Processes reservations by mail, telephone, telex, cable, fax, or central reservation systems referral.
  2.  Processes reservations from the sales office, other hotel departments, and travel agents.
  3.  Knows the type of rooms available as well as their location and layout.
  4.  Knows the selling status, rates, and benefits of all package plans.
  5.  Knows the credit policy of the hotel and how to code each reservation.
  6.  Creates and maintains reservation records by date of arrival and alphabetical listing.
  7.  Determines room rates based on the selling tactics of the hotel.
  8.  Prepares letters of confirmation.
  9.  Communicates reservation information to the front desk.
  10.  Processes cancellations and modifications and promptly relays this information to the front desk.
  11.  Understands the hotel’s policy on guaranteed reservations and no-shows.
  12.  Processes advance deposits on reservations.
  13.  Tracks future room availabilities based on reservations.
  14.  Helps develop room revenue and occupancy forecasts.
  15.  Prepares expected arrival list for front office use.
  16.  Assists in preregistration activities when appropriate.
  17.  Monitors advance deposit requirements.
  18.  Handles daily correspondence. Respond to inquiries and make reservations as needed.
  19.  Makes sure that files are kept up to date.
  20.  Maintains a clean and neat appearance and work area at all times.
  21.  Promotes goodwill by being courteous, friendly, and helpful to guests, managers, and fellow employees.
  22.  Walk around with the client and ensure that they secure whatever services they need.
  23.  Getting information about areas of interest to target more clients in particular seasons.
  24.  Making arrangements for client’s travel programs.
  25.  Tracks future room availability based on reservations, and helps develop forecasts for room revenue and occupancy. 
  26.  To be aware of all front office procedures and assist with reception duties when required.
  27.  To be fully aware of and adhere to health and safety, fire, and bomb threat procedures.
  28.  Willing to undertake any reasonable request made by management in any other areas of the house.
  29.  Open and close the availability as and when required by the hotel in all the GDS channels, IDS channels, and on the hotel website.
  30.  Configuring rates on the hotel’s property management system.

JOB DESCRIPTION: RESERVATION AGENT

REPORTS TO: Front Office Manager

PREREQUISITES:

Education:

High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visit the hotel.

Experience:

Previous hotel-related experience desired. Experience in Hotel software and its functionalities.

Interview Questions For the Reservation Agent Position:

When interviewing candidates for a Reservation Agent position, it’s important to assess their communication skills, attention to detail, customer service abilities, and familiarity with reservation systems. Here are some interview questions you might consider:

  1. Can you describe your previous experience as a reservation agent or in a similar role?
    • This question allows the candidate to provide an overview of their relevant experience.
  2. How do you handle reservation inquiries and bookings, ensuring accuracy and efficiency in the process?
    • Assess the candidate’s understanding of reservation procedures and their attention to detail in handling bookings.
  3. What strategies do you use to upsell or cross-sell additional services or room upgrades during the reservation process?
    • Evaluate the candidate’s sales and customer service skills in the context of reservation interactions.
  4. How do you handle situations where there are special requests or specific preferences from guests during the reservation process?
    • Assess the candidate’s ability to accommodate guest needs and preferences while adhering to company policies.
  5. Can you share an example of a time when you successfully resolved a challenging situation or complaint related to a reservation?
    • This behavioural question allows the candidate to demonstrate their problem-solving and customer service skills.
  6. What reservation systems or booking platforms are you familiar with, and how do you ensure accurate data entry in these systems?
    • Assess the candidate’s technical skills and their familiarity with systems commonly used in reservation roles.
  7. How do you handle high call volumes and prioritize reservation inquiries effectively?
    • This question evaluates the candidate’s multitasking abilities and their ability to work efficiently in a fast-paced environment.
  8. What steps do you take to confirm and verify reservation details, ensuring accuracy and preventing errors?
    • Assess the candidate’s attention to detail in the verification and confirmation process.
  9. How do you handle situations where there is a need to modify or cancel a reservation?
    • Evaluate the candidate’s understanding of reservation modification and cancellation procedures.
  10. What do you believe are the most important qualities for a reservation agent to possess?
    • This question allows the candidate to express their understanding of the role and the qualities they think are essential for success in reservation positions.

Salary for a Reservation Agent Position:

The salary for a Reservation Agent can vary based on factors such as the location, the type of establishment, and the candidate’s experience. As of January 2024, the average annual salary for a Reservation Agent in the United States ranged from $30,000 to $45,000.

Salary figures can change over time, and it’s essential to refer to the latest industry reports, salary surveys, and local job market data for the most up-to-date information on salaries for Reservation Agents.


Back Office Job Description Banquet BAR Beverage Service Cashiering Chef Chef Training Cleaning Concierge Duties and Responsibility Engineering Executive Chef F&B Setup F&B Training Finance Food Service Front Desk Front Office Formats Front Office Setup Front Office Training Guest Room Guest Services Hospitality Basics Hotel Formats Hotel Security Hotel Staff Job Description Hotel Staff Training Housekeeping Formats Housekeeping Setup Housekeeping Training Kitchen Kitchen Basics Kitchen Training Maintenance Maintenance Technician Reservation Restaurant Sales SOP SOP F&B Service SOP Finance and Accounting SOP Front Office SOP Housekeeping SOP Kitchen Staff Training

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

Learn more