Group Reservations Agent

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail
• Identify guest reservation needs and determine appropriate room type
• Verify availability of room type and rate
• Explain guarantee, special rate, and cancellation policies to callers
• Accommodate and document special requests
• Answer questions about property facilities/services and room accommodations
• Follow sales techniques to maximize revenue
• Input and access data in reservation system
• Indicate special room reservation types by inputting the correct code and rate into the reservation system
• Follow proper escalation procedures when addressing guest concerns
• Follow all company policies and procedures
• Monitor group blocks and release unused inventory in line with agreed release dates
• Ensure group rates and packages are loaded and applied correctly
• Support revenue optimization by maximizing occupancy while adhering to contracted terms
• Prepare and distribute group reservation sheet / function sheets where applicable
• Maintain organized records of group confirmations, contracts, and correspondence
• Ensure accurate billing instructions and follow up on deposits and payment deadlines
• Actively listen and respond positively to guest questions, concerns, and requests to resolve issues
• Address guests' service needs in a professional, positive, and timely manner
• Anticipate guests' service needs
• Welcome and acknowledge each guest
• Thank guests with genuine appreciation
• Engage guests in conversation regarding their stay
• Speak to guests and co-workers using clear, appropriate and professional language
• Answer telephones using appropriate etiquette
• Support all co-workers and treat them with dignity and respect
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
• Comply with quality assurance expectations and standards
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
• Verify all reservation information with callers to ensure accuracy
• Determine the most appropriate room type to meet guest requirements and maximize room rate
• Describe room accommodation and benefit feature sale amenities to guests
• Use sales techniques when assisting guests in making reservations
• Answer guest questions about property facilities/services
• Assign confirmation/cancellation numbers and clearly relay this information to callers
• Identify guest reservation needs by asking open-ended questions
• Follow “up selling” techniques and sales strategies in order to maximize property revenue
• Identify repeat guests using appropriate codes
• Inform guests of rules and regulations regarding qualifying rates
• Input and access data in reservation system by entering correct information into proper fields
• Verify availability of room type, rate, and occupancy before confirming any reservations

• Strong attention to detail and accuracy
• Excellent written and verbal communication skills
• Ability to manage multiple bookings and deadlines simultaneously
• Strong customer service orientation
• Problem‑solving and organizational skills
• Ability to work collaboratively within a team environment
• Previous experience in hotel reservations, groups, or sales support preferred
• Experience working with Property Management Systems (PMS) and/or Central Reservation Systems
• Hospitality qualification is advantageous but not essential
• Computer Skills
• English Language Proficiency
• Typing

Hospitality qualification is advantageous but not essential