Reservation Agent Resume Sample
Victoria Jacobs
9603 Little Circle,
Detroit,
MI
+1 (555) 241 2300
Work Experience
Qr-senior Reservation Agent
08/2015
-
PRESENT
New York, NY
- Respond to enquiries about hotel products and services over the telephone, fax, email, etc
- Determine Guest’s needs and quotes the appropriate room and rate as per requirements
- Book reservation with most accurate information to ensure exceeding guest’s expectations
- Arrange accommodation, visas and activity requirements for leisure, corporate and wholesaler’s guests
- Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures
- Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory
- Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated
Reservation Agent
02/2011
-
03/2015
Dallas, TX
- Ensure knowledge of all facilities of different services and hours of operation in order to respond confidently and effectively to inquiries
- Adhere to and promote all Company Health & Safety policies and procedures to ensure a safe work environment
- Sell hotel accommodations with use of Aspire steps
- Run daily reports for department, operational departments, Sales & Marketing, General Manager, and Department Head
- Monitor Front Desk reservations made night prior, address any reoccurring issues. Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
- Providing outstanding customer service when dealing with customers
- Assisting guests and agents to find alternative tours in the event of product availability challenges
Voicepro Reservation Agent
11/2007
-
10/2010
Detroit, MI
- Assist with selling and educating guests and agents on new tour products
- Provide solutions for guests and agents during the booking process
- Responsible for confirming limousine pick-ups with passengers and liaising between the passengers and our Limousine Company, ODS and home base
- Handle all guests’ special requests in a professional manner
- Complete all necessary projects by the assigned times. Complete documents as directed
- Answering all incoming calls promptly and selling CBMR in a creative and professional manner
- Handle calls relating to Free Independent Traveler Guests, Group, Wholesale, and other ski industry related business
- Respond promptly to all guest requests and be able to solve problems quickly and correctly
- Increase sales within Crested Butte Vacations by selling complete vacations to our guests
Education
Bluffton University
2002 - 2006
School's Degree in Communication
Professional Skills
- To maintain high level of guest telephone contact skills while promoting the hotel through good selling and communication skills
- Excellent phone skills required. Sales experience is an asset
- Excellent counselling and interpersonal skills
- Usage of Opera system and strong computer skills
- Excellent communication skills, and proficiency in English language
- Good listening skills and ability to anticipate guest needs
- Time Management skills handling multiple groups at one time
How to write Reservation Agent Resume
Reservation Agent role is responsible for training, interpersonal, customer, design, english, security, finance, credit, database, compensation.
To write great resume for reservation agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Reservation Agent Resume
The section contact information is important in your reservation agent resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Reservation Agent Resume
The section work experience is an essential part of your reservation agent resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous reservation agent responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular reservation agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Reservation Agent resume experience can include:
- Good customer service and phone skills
- Demonstrate an ability to take direction by following an established sales script while continually adapting to ongoing coaching and feedback.
- Previous sales and call center experience extremely helpful
- Communicates and cooperates with the other hotels departments
- Experience with a privileged Property Management System (PMS)
- Identifying and recording special billing instructions
Education on a Reservation Agent Resume
Make sure to make education a priority on your reservation agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your reservation agent experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Reservation Agent Resume
When listing skills on your reservation agent resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical reservation agent skills:
- Chinese language skills or Korean language skills are preferable
- Good interpersonal, relations and negotiation skills
- Positive attitude - Good interpersonal skills, guest oriented and service minded team spirit
- Good interpersonal skills, guest oriented and service minded team spirit
- Strong interpersonal skills with the ability to work with General Manager, peers and other hosts
- Excellent guest communication skills thought email, phone and in person
List of Typical Experience For a Reservation Agent Resume
1
Experience For Platinum Elite Reservation Agent Resume
- Develops and maintains good relationships with resort departments, travel agents and customers
- Sell, process and enter and confirm room reservations using selling techniques and strategies
- Expertise in using Property Management System (Opera/Brilliant)
- Handles reservations by applying the various step-by-step processes defined by the brand (“Resavision”)
- Provides answers that are adapted to costumers’ needs, taking the accomodation possibilities into account
- Comfortable working with Opera, Passkey, Excel, and Reserve computer programs
- Answer incoming calls and assist with reservations, confirmations, room need requests, and questions
- Maintain knowledge of current resort events, activities, hours of operation as well as dining options currently available
- Provide guests with appropriate room assignments, room keys, directions to the rooms, while up-selling when appropriate
2
Experience For Voicepro Reservation Agent Resume
- Assist prospective and existing group guests to build complete reservations
- · Update reservations by ensuring a perfect arrival and departure process
- · Ensure revenue maximization through sales of upgraded rooms and by recommending hotel facilities
- Focus on customer needs, staying calm and courteous at all times
- To be well-versed in all reservations handling & process, proficient in the reservations systems and equipment
- Become an expert in all required systems, resort, and product information used at CBMR
- Meet all goals and key performance indicators set by the resort
3
Experience For Qr-senior Reservation Agent Resume
- Assist in additional projects and task as when required
- Enjoy your time at Crested Butte vacations and have fun working for a mountain resort. Develop relationships with repeat guest and turn first time visitors into loyal guests
- Proficient in computer programs including but not limited to Outlook, Excel, Word, and web based applications
- Have full knowledge of the hotel’s emergency procedures
- Answer telephone calls routed to your position in a polite, professional and timely manner
- Provide a level of service that exceeds our guest’s expectations
4
Experience For Wilderness Access Center Reservation Agent Resume
- Communicate company information in a clear and concise manner
- Follow up on guest requests to the end
- Promotes a positive image of the hotel at all times
- Suggests other Mercure or Accor hotels to customers if the hotel is full"
- Promote the Hotel’s products and services
- Maintain a high level of product and service knowledge about all ICHH Hotels in your region
- Ensure that all guests’ queries and requests are attended to in a helpful, professional yet warm and friendly manner
- The call center is open 24/7/365
- Providing various information to guests, incuding daily events at the hotel, a given location's currency, transportation information, location of major buildings, and tourism locations
5
Experience For Wholesale Reservation Agent Resume
- Utilize guest history files for personalized service at the hotel
- Makes every effort to meet customers’ needs to conclude a sale
- Presents the brand and/or Group’s loyalty programme to customers; adapts the sales pitch to each customer
- Counters any objections with a suitable and structures sales argument; passes on any questions that cannot be answered to his/her superior
- Ensures that information is passed on the people concerned
- Informs customers about the services offer at the hotels and encourages use
- Suggests other Mercure or Accorhotels hotels to customers if the hotel is full
6
Experience For Reservation Agent Seattle Resume
- Answer inbound telephone calls in a polite, professional and timely manner
- Provide a level of service on EVERY INTERACTION that exceeds our guest’s expectations
- Communicate company information to guests in a consistent, clear and concise manner
- Be completely knowledgeable in all the rates and packages offered by the hotel (cancellation policy, sales conditions …)
- Be knowledgeable in the hotel features (outlet hours, directions to get to the hotel, check-in and check-out times, room features, other amenities prices and hours…)
- Offer a personalized service to each guest and seek for as much information as possible before the arrival (preferences, tastes, purpose of the trip….)
7
Experience For F&B Reservation Agent Resume
- Manage and follow up on existing reservations (identify duplicates, check for early departures and cancellations, cross-check our arrival lists with the different 3rd party
- Processes all reservations in a timely manner and constantly work to up-sell
- Inputs reservations details into the system with accuracy and efficiency
- Be completely familiar with all the resort villa inventory including special advantages, amenities and special features of each villa as well as all guest and public facilities
- Reports any complaints or abnormal occurrence to the reservations supervisor
- Two or more years of reservation and customer service experience in a high end resort or hotel. Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities is acceptable
- Start date as soon as possible
8
Experience For Stage Reservation Agent Resume
- Explain resort products, service and other information about the resort as requested
- Greet guests warmly and perform registration procedures
- Use supervisor support when necessary
- Post charges to guest accounts as designated
- Convert group opportunities into sales in order to meet and drive resort revenue and occupancy goals
- Follow up on all group leads and inquiries in a timely manner
9
Experience For Group Reservation Agent Resume
- Pay is twelve fifty per hour + incentives and contests
- Processes reservations by mail, telephone and fax
- Controls the reservations of the central reservations office, regional offices, and travel agents
- Processes cancellations, revisions, and updated information of changes
- Is responsible for correct completion of records and reports
- Ensures all reservations and requests are confirmed to correctly and within 24 hours
10
Experience For Magic Center& Reservation Agent Resume
- Ensures that customer relations are kept at a high standard and that all complaints are dealt with in a satisfactory manner and reported to the Duty Front Office Manager and the Cluster Revenue Director
- Promote the Hotel’s (and IHG generally) products and services
- Professionally resolve and follow through with any guest complaints, concerns and suggestions; perform any returns or refunds according to department best practices
- Promote, embrace, and adhere to Vail Resort’s Mission and Values
- Tracks future room availability's on the basis of reservations
- · Stay in touch with the Sales department and other departments as appropriate
List of Typical Skills For a Reservation Agent Resume
1
Skills For Platinum Elite Reservation Agent Resume
- To be familiar with the hotel’s credit policies to effectively handle and process billing require
- Japanese/English fluency, and communication skills
- Japanese, English language skills are required (Business level)
- Possess exceptional guest relations and communication skills
- Skill in preparing and maintaining records, running reports, and responding to correspondence
- Be capable of prioritizing and multitasking various assignments
- Vocational background in Reservation and/or any training or has experiences
2
Skills For Voicepro Reservation Agent Resume
- Uphold excellent grooming standards
- Strong in driving results
- Good spoken and written English and local languages
- Good attitude and high motivation
- Ensures effective communication between all Food and Beverage outlets and other departments within the hotel
- More than one year experience of Reservation
3
Skills For Qr-senior Reservation Agent Resume
- Prior preventive maintenance program system knowledge like Host's or similar
- Experience in 5 star luxury hotel
- 6+ months of experience in Customer Service
- Food & Beverage knowledge/experience an asset
- Experience in sales or front office
- No experience in a reservation center required
- To maximize room revenues, and create additional revenue, by utilizing effective upselling techniques and following the strategies in place
- Excellent spoken & written English
4
Skills For Wilderness Access Center Reservation Agent Resume
- Strong in inter-personality
- Preferably has 1 or 2 years' experience in a customer service or telephone contact position
- Experience in 5 star international chain hotels
- Effective management of time and ability to work under high pressure
- Contributing to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms
5
Skills For Wholesale Reservation Agent Resume
- Reporting to the Reservations Manager, responsibilities and essential job functions include but are not limited to the following
- Recording and processing deposit information
- Maximizing guest satisfaction and hotel revenue by promoting other services and facilities to guests (Visa, Airport transfers, Marhaba services)
- Dealing with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner
- Reporting to the Revenue & Reservation Manager / Assistant Reservation Manager
- Maintaining a high level of quality within the reservation sales department
- Monitoring inventory of rooms
- Managing all guests' reservation requests
6
Skills For Reservation Agent Seattle Resume
- Managing emails from guests and requests from the reservation system
- Greeting guests over the phone in a friendly, courteous manner & record reservation information accurately
- Identifying commissionable reservations and secure required information
- Filing all reservations in a systematic order for easy referral
- Recording requests for special accommodations and suites
- Acknowledging assigned reservation faxes and messages
7
Skills For F&B Reservation Agent Resume
- Maintaining confidentiality in regards to guest privacy
- Willing to learn & develop
- During evening hours, and on weekends, assist guests with after hours check-in procedures and emergency phone calls
- Occasional standing, kneeling, pushing, pulling, lifting
- · Sell the hotel products and services using up-selling and suggestive selling techniques
- To handle incoming reservation requests/correspondence, confirming or regretting on the day received
- Sell the InterContinental Hua Hin products and services using up-selling and suggestive selling techniques
- Assist with all guest inquiries within the sales and marketing department, including walk-in site inspections
8
Skills For Stage Reservation Agent Resume
- Handle the incoming faxes/mails/emails reservation inquires within 24 hours according to the hotel standard on a daily basis
- Assist guests with scheduling ancillary activities such as golf tee times, spa appointments and dining reservations
- Have a sales orientated personality, being able to converse with a wide range of customers leading calls to conversion
- Familiar using Opera would be an advantage
- Answer all incoming calls as per Four Seasons standard and takes reservations in a proactive way
- Run daily reservation reports, including all confirmed and cancelled reservations for every outlet
- Have a proactive approach when interacting with guests, co-workers or vendors
- Knowledge of M and E new trends, able to bring and implement new ideas to enhance the maintenance of the resort
9
Skills For Group Reservation Agent Resume
- Respects and applies the hotel and brand’d pricing policies
- Accurately book and update reservations for CME Shuttle, Private and Charter guest transportation using our reservation system
- Interface with internal departments including dispatch, operations and Group Sales Representatives
- Take transient and group reservations accurately and according to the Sofitel standards with a commitment to excellence
- Be proficient with the different distribution channels and apply the appropriate procedures such as prepayment, billing instructions, etc…
- Use upselling techniques for upgrades or additional services to maximize revenues
10
Skills For Magic Center& Reservation Agent Resume
- Reconfirms block bookings, ensures that correct rooming lists are received, and checks arrival times, rates and all other information on group bookings
- Maintains filing on a daily basis and sets up new files when necessary
- Assist Reservations Manager in maximizing room revenue, average room rate and occupancy percentage
- Handle high volume of guest interactions while delivering exceptional service
- · Constantly offer a professional, friendly and endearing service
- Reserve and record reservation requests using the Property Management System (PMS)
- · Complete reservation lists while ensuring data accuracy as needed
List of Typical Responsibilities For a Reservation Agent Resume
1
Responsibilities For Platinum Elite Reservation Agent Resume
- Ensure that reservations are dealt with effectively and carry out room merchandising to maximize room revenue
- Handle room reservations effectively
- Nice pronouncation and verbal skills
- Have experience in hospitality industri/hotel as Reservation Agent min. 1 year
- Strong knowledge of the reservation
- Hospitality experience highly desirable
- Reporting to Reservation Supervisor and responsible for handling telephone inquiries, accepting reservations and the subsequent input into the computer system
- Wiliing to grow within the ACCOR group
2
Responsibilities For Voicepro Reservation Agent Resume
- To manage any guest complaint in a professional manner, by owning it, resolving it (if possible) in order to achieve guest satisfaction and recording it
- Is directly responsible for handling telephone enquiries, accepting reservations and the subsequent input in the computer system"
- To deal with all guest queries received through different channels (phone, email, fax, direct connect, etc) responding within the designated time frame
- Actively participate in feedback sessions & daily meetings conveying customer feedback
- Able to work on shift basis including night shift, week-ends & holidays
- Be detailed orientated and take pride in transferring this focus to their work in the PMS and all guest correspondence
3
Responsibilities For Qr-senior Reservation Agent Resume
- Able to take a customer focused decision by themselves, whilst remaining cognizant of all sales and revenue management principles
- Provide outstanding service to our guests/clients
- Inputs group rooming lists as needed
- Follow up on lost business and bring information about them to the knowledge of the department superiors
- To have a perfect knowledge of room types, rate structure and tracking segmentation
4
Responsibilities For Wilderness Access Center Reservation Agent Resume
- To fulfill administrative tasks and filing
- To respect key handling procedures
- To maintain a clean and tidy working area at all times
- To attend a daily line up briefing with the reservations team
- To support reception training in reservation techniques and procedures
- To carry out special projects according to the assignments
- Responsible for ensuring that clear and constant communication lines are kept with all staff, areas and other Departments
- Answer the incoming phone calls 3 rings follow the Marriott 3-steps sales process
- Understand the importance of servicing internal customers as well as external
5
Responsibilities For Wholesale Reservation Agent Resume
- Receive, capture and process requests for room reservations that arrive through all channels available to the hotel and corresponding to all business segments
- Ensure active Upselling in every sales call
- Fluent level Turkish and English speaking both written and verbal
- Use up-selling techniques
- · Respond quickly to questions by phone or email
- · Inform guests about hotel facilities in an efficient and helpful manner
- · Respect Department policies, procedures and service standards
- · Respect all security policies
- Grasp 25 words minute
6
Responsibilities For Reservation Agent Seattle Resume
- Particularly responsible and reliable
- To be familiar with all Shangri-La’s hotel policies and procedures
- To be well-versed with the facilities and services offered by the hotel
- To “master” the room product in terms of rates, layout and physical attributes, breakdown/configuration, benefits and amenities
- To provide prompt, courteous and efficient service at all times. To answer the phones within three rings
7
Responsibilities For F&B Reservation Agent Resume
- To upsell whenever possible to maximize on occupancy and revenues
- To ensure that all reservations are entered accurately and work updates maintained consistent
- To be aware of booked-out status and need period periods to maximize sales opportunities. To alert Asst. Reservations Manager of sudden changes in occupancy levels
- To advise the Asst. Reservations Manager of any deviations in rate applications or reservation arrangements
- To fully understand market segmentation to accurately “qualify” reservations
- To be fully conversant with all business segments (rates, offers, promotions) and able to handle all tasks linked to reservations department
8
Responsibilities For Stage Reservation Agent Resume
- To follow the department standards (SOP) and achieve the targeted results i.e. quality calls, response time, number of calls & emails handled, accuracy, maintaining reservations records, following PCI and other safety standards
- Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management Companies
- To host client dinners with the Sales Team and be involved in client entertainment as required
- To be able to perform daily reservations tasks (phones, emails, files checks) and any other related tasks assigned by the supervisor
- Able to complete all designated trainings in timely manner
9
Responsibilities For Group Reservation Agent Resume
- Multiple language ability is an advantage
- Display passion for our customers, and enthusiasm for the job
- Handle all Holiday Season Food & Beverage reservations by email, phone and in person
- Work closely with the Outlets Managers in order to maximize reservations and prepare events accordingly
- Answers inbound telephone calls where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP customers
- Extends complimentary services to casino players when appropriate and within established guidelines
- Utilizes discretionary comp authority to satisfy customer requests and resolve disputes
10
Responsibilities For Magic Center& Reservation Agent Resume
- Answers phone calls from internal resources (hosts, player development, sales, executive, etc.) and handles reservations and comp-issuance work
- Creates and maintains group master accounts
- Adheres to Hotel’s policies and procedures
- Ensure that through constant liaison with the Sales & Marketing personnel that all clients on corporate rates with the Hotel or Accor are identified and that the relevant statistical information can be generated
- Ensure all guest’s requests are answered i.e. brochure requests, confirmations etc
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