Reservations

Booking Management: Process guest reservations, modifications, and cancellations through the hotel’s Property Management System (PMS).
Customer Service: Provide courteous and efficient service to guests, answering questions about room availability, rates, and hotel services.
Upselling: Recommend and promote room upgrades, packages, and other hotel services to enhance the guest experience and increase revenue.
Record Keeping: Maintain accurate and detailed records of all reservations, ensuring data is up-to-date and consistent.
Communication: Coordinate with other departments, such as Front Desk and Housekeeping, to ensure smooth check-ins and room availability.
Problem Resolution: Address and resolve any issues or special requests related to reservations, such as changes in dates or room preferences.
Reporting: Prepare daily, weekly, and monthly reports on reservation status, occupancy rates, and other relevant metrics.

For a guided, step-by-step walkthrough of Reservations, see the Reservations Manual.

A Reservations Agent is responsible for handling guest inquiries, making reservations, and ensuring that all booking details are accurately recorded. They act as the first point of contact for guests looking to stay at the hotel and play a crucial role in maximizing occupancy and revenue.