As a Reservations Agent, you will serve as a primary point of contact for guests, utilizing market trends to optimize revenue while ensuring a gracious and seamless booking experience. Your role upholds the highest standards of professionalism, accuracy, and guest service. Specifically, you will be responsible for performing the following tasks to the highest standards:
- Handle all telephone, email, and fax inquiries promptly and courteously, ensuring clarity, accuracy, and adherence to the hotel’s service standards at all times.
- Process individual and group reservations efficiently using the property management system, ensuring detailed records and guest preferences are accurately maintained.
- Apply strategic understanding of seasonal patterns and historical trends to support occupancy and rate optimization.
- Execute up-selling techniques and leverage rate strategies to maximize revenue while offering tailored room options to guests.
- Provide timely and accurate quotations and written confirmations to guests and clients, ensuring a clear and professional communication trail.
- Identify and qualify new business opportunities, relay potential leads to the Sales team, and respond to incoming sales inquiries in coordination with commercial strategies.
- Monitor guest satisfaction regarding the booking experience and proactively address any concerns to secure repeat business and long-term relationships.
- Maintain full knowledge of the hotel’s services, room types, facilities, and policies to confidently answer guest queries and provide expert guidance.
- Guarantee that bookings are correctly secured and applicable charges for no-shows or late cancellations are processed in accordance with policy.
- Ensure timely and high-quality processing of guest requests and modifications, providing consistent support from the moment of inquiry through to arrival.
- Collaborate closely with Revenue, Sales, and Front Office teams to ensure accuracy in group blocks, special requests, and VIP bookings.
- Contribute to a culture of excellence by applying strong customer service skills, relationship-building techniques, and meticulous attention to detail in all reservation tasks.
- Maintain up-to-date reservation records and generate relevant reporting as requested by leadership
A Reservations Agent serving Waldorf Astoria Hotels & Resorts is always working on behalf of our guests and working with other team members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- Minimum 2–3 years of experience in reservations or front office within a luxury hotel or high-end hospitality environment.
- Proficiency in hotel reservation systems (e.g., Opera, SynXis) and a strong understanding of booking procedures, inventory control, and rate management.
- High level of IT proficiency and comfort with administrative systems, reporting tools, and digital communication platforms.
- Excellent organizational skills with a structured and detail-oriented approach to tasks.
- Outstanding written and verbal communication skills, paired with a confident and courteous telephone manner.
- A polished and professional appearance, consistently meeting luxury hospitality grooming standards.
- Demonstrated ability to multitask efficiently and remain calm under pressure in a fast-paced environment.
- A positive, engaging attitude and a genuine commitment to delivering outstanding customer service.
- Strong commercial awareness and ability to apply revenue strategies based on seasonal and historical booking trends.
- Flexibility to work a variety of shifts, including weekends and public holidays, as business needs require.
- A proactive, guest-focused mindset with a passion for creating seamless and memorable pre-arrival experiences
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