Reservations Agent

Job Overview

The Reservations Agent is responsible for managing all reservation inquiries, modifications, and cancellations received via telephone, fax, or mail. This role involves accurately assessing guest needs to assign suitable room types, verifying room and rate availability, and clearly communicating policies including guarantees, special rates, and cancellations to callers.

Key Duties

• Handle and process reservation requests, changes, and cancellations promptly and efficiently.
• Determine appropriate room types for guests based on their needs and confirm availability.
• Explain guarantee requirements, special pricing, and cancellation policies professionally to guests.
• Record and accommodate special requests accurately in the reservation system.
• Inform guests about hotel facilities, services, and available accommodations.
• Apply sales strategies to optimize revenue through reservations.
• Use the reservation system to input data and access guest information, applying correct codes and rates for special room types such as complimentary rooms, employee discounts, travel agent inspections, and wholesale bookings.
• Follow escalation protocols when addressing guest issues to provide timely resolutions.
• Adhere strictly to company policies, maintain a professional appearance, and ensure confidentiality of proprietary and guest information.
• Provide courteous guest interactions, anticipate their needs, assist guests with disabilities, and thank them with sincerity.
• Maintain clear, professional communication both in-person and on phone calls using proper etiquette.
• Develop positive relationships with coworkers to support team objectives and respond appropriately to peer concerns.
• Comply with quality assurance standards.
• Perform physical tasks such as lifting objects weighing up to 10 pounds as needed.
• Complete any additional reasonable job responsibilities assigned by supervisors.

Preferred Qualifications

• Education: High school diploma or equivalent (G.E.D.).
• Experience: No prior related work or supervisory experience required.
• Licenses/Certifications: None required.

Company & Culture

Aloft Hotels, part of Marriott International, is a dynamic brand known for its energetic and welcoming atmosphere that caters to a variety of guests, from travelers with pets to business professionals and music fans. Aloft encourages confident individuals who embrace creative expression and value connection within a vibrant, culturally diverse global team. Marriott upholds equal opportunity employment and celebrates diversity, fostering an inclusive workplace that respects all protected statuses.