Reservations Agent

As a Reservations Agent, your role is to deliver exceptional customer service and provide support in handling reservations and bookings. You will be a source of sales support for the sales team, completing the reservations they have sold to clients, addressing inquiries, and resolving any concerns that arise during the booking process. You will also be responsible for performing various administrative tasks to ensure the efficient functioning of the reservations department.

Tasks:

-Making reservations for hotels, car rentals, and other travel-related services. You will be responsible for handling the entire booking process, from gathering customer preferences to confirming reservations.
-Responding promptly and professionally to customer inquiries via phone, email, or online chat. You will provide accurate and detailed information about available options, pricing, and policies to help customers make informed decisions.
-Handling reservation modifications and cancellations. You will process changes requested by customers, ensuring they are aware of any applicable fees or penalties.
-Resolving customer concerns and complaints effectively. You will need to listen attentively, empathize with customers, and find appropriate solutions to ensure their satisfaction.
-Maintain accurate and up-to-date records of all customer interactions, reservations, and transactions. You will need to ensure that customer data is securely stored and readily accessible when needed.
-Collaborate with other departments, such as sales and operations, to coordinate and communicate customer requirements and ensure smooth execution of reservations.
-Stay updated on travel industry trends, promotions, and company policies. You need to proactively share relevant information with customers to enhance their travel experience.
-Assist with administrative tasks, such as generating reports, updating databases, and managing inventory. You will need to ensure that all documentation and records are properly organized and maintained.

Skills Needed:

-Excellent communication skills, both verbal and written. You will need to effectively convey information and engage with customers in a professional and friendly manner.
-Strong customer service orientation. The successful candidate should be dedicated to providing exceptional service, understanding customer needs, and resolving issues promptly.
-Attention to detail. The successful candidate should pay close attention to accuracy when processing reservations and handling customer information to ensure a seamless experience.
-Problem-solving abilities. The successful candidate should be able to identify and address customer concerns, finding creative solutions to meet their needs and exceed their expectations.
-Organizational skills. The successful candidate should be able to multitask, prioritize, and manage time effectively to handle multiple reservations and administrative tasks simultaneously.
-Adaptability and flexibility. The successful candidate should be able to thrive in a fast-paced environment, quickly adapt to changes, and handle unexpected situations with professionalism and composure.
-Technical proficiency. The successful candidate should be comfortable using reservation systems, customer relationship management (CRM) software, and various communication channels to provide efficient and effective service.
-Knowledge of the travel industry. The successful candidate should have a good understanding of travel-related services, including flights, hotels, and car rentals, as well as industry regulations and best practices.