Position Title: Reservation Agent
Department: Sales
Reports To: Director of Sales and Marketing
FLSA Status: Non-Exempt
Prepared/Revised Date: August 2025

POSITION SUMMARY

The primary role of a Reservation Agent is to provide the highest level of customer service possible while assisting guests through their reservation process. Their job duties require style and service attributes that are key to creating a positive guest experience.

KNOWLEDGE AND SKILLS

Competencies:

To ensure successful performance, an individual should demonstrate the following.

• Customer Service: Welcome and acknowledge each and every guest over the phone with a smile, and a friendly verbal greeting, using the guest’s name when possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Manages difficult or emotional customer situations. Responds promptly to customer needs and requests for service and assistance. Meets and exceeds guest expectations.
• Problem Solving: Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Works well in group problem solving situations and uses reason when dealing with emotional topics.
• Interpersonal Skills: Focuses on solving conflict, not blaming. Listens to others without interrupting. Keeps emotions under control. Remains open to ideas and tries new things.
• Communication: Speak with others using clear and professional language to ensure a positive experience for fellow employees and guests. Listens carefully and gets clarification if necessary. Able to read and interpret written information. Writes clearly and edits work for proper spelling and grammar.
• Ethics: Treats fellow employees with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
• Professionalism: Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions. Follows all policies and procedures.
• Judgment: Displays willingness to make decisions, exhibits sound and accurate judgment, and supports and explains reasoning for decision making. Includes appropriate people in decision process and makes timely decisions.
• Planning/Organizing: Prioritizes and plans work activities, uses time efficiently and sets goals and objectives.
• Productivity: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Meets productivity standards. Completes work in timely manner. Strives to increase productivity. Works quickly, but maintains attention to detail.
• Safety and Security: Observes safety and security procedures. Reports potentially unsafe conditions. Uses equipment and materials properly. Immediately reports any injury to Supervisor/Manager and Security.
• Adaptability: Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality: Is consistently at work and on time. Follows proper procedures when calling off work. Arrives at meetings and appointments on time.
• Dependability: Follows instructions and responds to management direction. Takes responsibility for own actions. Completes tasks on time or notifies appropriate person with an alternate plan.

EDUCATION AND WORK EXPERIENCE

• High school diploma or general education degree (GED); 1 year of prior Customer Service experience and/or training; or equivalent combination of education and experience.
• Previous hospitality experience preferred

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS:

Ability to read and interpret documents such as hotel communication, operating manuals and documents pertaining to Front Office computer systems. Ability to effectively present information and thoroughly answer questions in one-on-one and small group situations to customers, clients, and other employees of the organization.

REASONING ABILITY AND COMPUTER SKILLS

Ability to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Deliver excellent customer service in an efficient manner.
• Answer telephone in a professional manner in accordance with HRH Chatter standards and promptly follow through on any guest need or request.
• Ensure accurate data entry when making reservations or changes to a reservation.
• Must thoroughly and professionally communicate with all departments regarding guest needs and requests.
• Maintain accurate knowledge of hotel room types.
• Maintain accurate knowledge of all property offerings, including descriptions of all outlets, hours of operation and any in-house events taking place.
• Proper use of up-selling techniques to maximize yield management.
• Knowledge of general local area information.
• Conduct self in a professional manner with the awareness that all actions and communications may be heard by the guest.
• Maintain cleanliness of Reservations Office and ensure work area is orderly and properly stocked.
• Complete assigned duties within each shift.
• Maintains a high level of confidentiality with all guest information.
• Maintain appearance and uniform standards.
• Develop and maintain positive communication and teamwork with all co-workers and supervisors.
• Handle all guest service issues in an immediate and professional manner.
• Follow all policies and procedures put forth by the Hollywood Roosevelt Hotel.
• Other duties as assigned.