Reservation Agent

We are looking for a customer-oriented Reservation Agent. A Reservation Agent will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best Reservation Agents are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer feedback is priceless, and these Reservation Agents can gather that for you. Problem-solving also comes naturally. They are confident at troubleshooting and coordinate with other departments if they don’t have enough information to answer customer questions or resolve complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

it includes:

• Maintain excellent and accurate product knowledge at all times
• Process and end-to-end reservation requests from guest / 3rd party travel agent partner in and efficient and timely manner
• Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction

• Proven experience as a Reservation Agent at other hotel
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Familiar with Property Management System (PMS) and Channel Manager is a plus