Role OverviewAs a Reservationist working remotely, you’ll handle a steady flow of guest interactions through phone, email, SMS, and website chat. Your primary focus will be delivering accurate information, securing reservations, and ensuring each guest receives timely, professional support. This role demands clear communication, attention to detail, and a commitment to service excellence in a fast-paced setting.
Key Responsibilities
- Process reservation requests and inquiries efficiently across multiple platforms, including voice, email, text, and live chat.
- Provide precise details on rates, availability, policies, and fees while promoting upgraded room options when appropriate.
- Stay informed about current promotions, local events, and property-specific details to support accurate guest communication.
- Build and maintain in-depth knowledge of all locations, including amenities, accessibility features, operating hours, and service offerings.
- Respond professionally to guest concerns and work to resolve complaints promptly and respectfully.
- Update reservation records with charges, adjustments, and refunds as needed.
- Follow established procedures for opening and closing assigned workstations.
- Represent the organization with integrity and professionalism in every interaction.
Required Qualifications
- High School Diploma or equivalent
- Must be at least 18 years old
- Proficient in reading and writing English for work-related tasks
- Clear verbal communication skills in English, with the ability to understand others and be understood in conversation
- Capable of remaining seated or standing at a workstation with computer use throughout a full shift
- Available to work any day of the week, including holidays
- Comfortable with frequent verbal exchanges in a fast-paced environment
- Able to lift, carry, or push up to 15 pounds regularly, and occasionally handle items up to 30 pounds
- Occasional bending, kneeling, or crouching may be required
Preferred Skills
- Prior experience in hotel reservations, front desk operations, or guest services
- Comfort using Microsoft Office 365 applications
- Familiarity with Property Management Systems (PMS)
- Strong interpersonal abilities and adaptability when engaging diverse guests
- Organized approach to managing multiple tasks under time constraints
- Quick learner with problem-solving aptitude and initiative
- Efficient at retrieving and applying information during guest interactions
- Excellent written and verbal communication skills across channels
- Proactive in supporting both guests and team members
Technology Used
- Property Management System (PMS)
- Call and CRM software platforms
- Microsoft Office 365 (Outlook, Teams)
- Computer workstation, phone system, fax, copier, scanner, and headset
