Reservations Agent Resume Sample
Ole Larson
4632 Paula Bypass,
New York,
NY
+1 (555) 432 4037
Work Experience
Lead Reservations Agent
10/2016
-
PRESENT
Dallas, TX
- Understand and practice Marriott’s high standards of hospitality
- Be knowledgeable about the hotel layout and services. Be aware of the hotel’s outlets and departments’ hours of operation. Be familiar with the location of guests’ rooms as well as their amenities
- Retains an organized and courteous disposition under pressure and is always focused on the guests’ needs. Is able to organize and administer procedures in case of PMS downtime or system outage
- Understand the importance of the guests’ privacy and confidentiality at all times
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival
- Sell hotel accommodations with use of Aspire steps
- Strong team player who can work independently in a fast paced environment
Reservations Agent
06/2012
-
08/2016
Boston, MA
- Comply with Four Seasons’ Work Rules and Standards of Conduct
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guests’ arrival. (3%)
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before guest’s arrival
- To deal with faxes, correspondence checking (VIP’s, regular guest …), group allocations, and to respond to guest requests on a daily basis
- Handle all guests’ special requests in a professional manner
- Process all reservation requests: FIT, Group & Transient by phone, fax and email
- Verify all FIT, Transient & Group reservations are set up correctly
Rooms Reservations Agent
08/2008
-
05/2012
Phoenix, AZ
- Verify arrival reports to ensure all operational guidelines are met; i.e. rate code, rates, meal plan, guest alerts, promotions, billing etc
- Previous cluster reservations experience required
- Provide receptions services in the absence of the receptionist
- Know the layout of the hotel including all room types, suites and meeting rooms. Attends training and meeting as required. Be knowledgeable of golf courses including course descriptions, rates and any other information necessary to answer guest inquiries. Be knowledgeable of spa including basic service treatments, rates and any other information necessary to answer guest inquiries
- Understand the key principles of Marriott Pricing Strategies and Revenue Management
- Prepare accurate and timely attrition invoices for submission to group billing after each group’s departure
- Maintain accurate group records for rebates to apply when reviewing and submitting travel agency pick-up requests
- Basic math skills including addition, subtraction, multiplication and division; ability to calculate percentages and discounts
- Basic computer skills including experience with Microsoft Office suite for various reporting and correspondence, email, and internet browsers
Education
Drury University
2003 - 2008
School's Degree in Communication
Professional Skills
- Excellent communication skills, specifically phone skills
- Experience: previous Reservations and/or Front Office on High Volume Call Center. Strong Customer Service and Communication Skills
- Excellent listening, problem solving and decision making skills
- Excellent listening, problem solving and decision making skills
- Excellent telephone selling skills including clear communication, fast responses, quick thinking and an
- Strong communication skills when engaging with guests and colleagues
- Effective organisational skills; able to prioritise tasks and self-manage a demanding workload
How to write Reservations Agent Resume
Reservations Agent role is responsible for english, telephone, computer, basic, selling, microsoft, interpersonal, customer, negotiation, german.
To write great resume for reservations agent job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Reservations Agent Resume
The section contact information is important in your reservations 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 Reservations Agent Resume
The section work experience is an essential part of your reservations 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 reservations 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 reservations agent position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Reservations Agent resume experience can include:
- Self Starter,Tactful, has excellent selling and negotiation skills
- An excellent telephone manner with a pro-active selling approach and time management skills
- Strong Communication and Sales skills
- Possess strong organizational skills and make decisions in a personable and confident manner
- Good Communication Skills, attention to detail
- Handling all incoming calls effectively with a professional and informative approach as per the Reservations call standards
Education on a Reservations Agent Resume
Make sure to make education a priority on your reservations agent resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your reservations 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 Reservations Agent Resume
When listing skills on your reservations 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 reservations agent skills:
- Customer service skills, excellent telephone skills, clear and professional grammar and tone
- Effective communication, guest relation , negotiation and selling skills
- Excellent communication skills in both spoken and written English as well as at least one of the following languages: French, German or Spanish
- Effective time management skills and multitasking capabilities
- Prior experience in Front Office or Reservations with at least 12 months experience within a hotel setting
- Excellent organisation, planning and time management skills with high attention to detail
List of Typical Experience For a Reservations Agent Resume
1
Experience For Group Reservations Agent Resume
- Experience working in a multicultural team including working in an isolated resort
- Responsible for ensuring every guest receives a personalised, unique original experience
- 4)Experience in Hotel software and their functionalities
- Demonstrated detail orientation with numerical aptitude
- Previous experience in AccorHotels property required
2
Experience For Rooms Reservations Agent Resume
- Swift communication with Starwood Customer Contact Centres, SPG and CEM Teams to ensure a seamless guest experience
- Kneeling, pushing, pulling, lifting, walking and standing
- Completing internal reservations forms and taking in-coming reservations calls while coordinating details of each reservation
- Ensuring complaints and requests are handled with the aim of exceeding guests expectations, seeking advice from Supervisor when facing challenges
- Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports
- Handling and processing reservations and inquiries from all booking channels
- Assisting with all telephone/fax/email inquiries, turning them around within one working day
3
Experience For Core Reservations Agent Resume
- Ensuring bedroom releases are adhered to and entering updated information upon receipt as regards bedroom allocations
- Following the procedure for Correspondence check ensuring any errors if at all are eliminated
- Understanding and reviewing online reservations
- Working with different booking channels and customers
- Driving and maximizing revenue
- Reading, writing and oral proficiency in the Englishlanguage. Czech is an advantage but not mandatory
- Providing rental property owners with unit booking information
4
Experience For Cluster Individual Reservations Agent Resume
- Ensuring guest bookings are set up correctly including personalised information
- Maximising revenue opportunities through up selling
- Answering all incoming phone calls and assist guests
- Reading, writing, and oral proficiency
- Monitoring inventory of rooms for group blocks
5
Experience For FHP Reservations Agent Resume
- Providing superior customer engagement
- Identifying sales leads so sales department can follow up for potential future business
- Producing personalised proposals and contracts and client follow-up
- Producing personalised proposals and contracts as well as client follow-up
- Answering the phone in a timely and gracious manner
- Working in a busy environment
6
Experience For Groups Reservations Agent Resume
- Dealing with both Restaurant and Punch Room bookings
- Dealing with systems such as Design My Night and OpenTable
- Replying to emails in a kind and sophisticated manner
- Liaising with departments within the hotel
- Providing all required information about the Hotel, available services and facilities
- Dealing with complaints
- Communating with most of the departments on a daily basis
7
Experience For Cluster Reservations Agent Resume
- Converting inquiries into contracted business
- Identifying sales leads, as appropriate
- Responding to all customers in a highly professional manner
- Ensuring all reservations are completed accurately and to the guest's expectations
- Identifying guest reservation needs and determine appropriate room type/rate as well
8
Experience For Temporary Reservations Agent Resume
- Answering questions about property facilities/services and room accommodations
- Following sales techniques to maximize revenue
- Inputting and access data in reservation system
- Working knowledge of Passkey/GroupMax is an asset
- Willing to learn with enthusiastic character & well organized
- Addressing guest and vendor issues or concerns independently or assist/refer to appropriate Lead Agent
- Providing front desk personnel at assigned properties check in schedules and any other pertinent information
- Personalising guest profiles with accurate guest preferences
- Selling room inventory to maximise business opportunities and revenues
9
Experience For Resort Reservations Agent Resume
- Telemarketing, public relations
- Typing speed of 40 wpm while on phone
- Working with teamwork
- Winning the business
- Handling Crew rooms
- Manage groups including building the group in the system, managing rooming lists and corresponding with the meeting planner
- Occasional pulling, pushing, lifting, walking and standing
10
Experience For Remote Reservations Agent Resume
- Take phone calls regarding creating, modifying or cancelling of reservations
- Processes all reservations, indicating special requests and billing procedures where necessary and ensuring all required customer details are being captured
- Enter reservations into the computer according to standard operating procedures, using Opera software system
- Sell the Crowne Plaza Doha – The Business Park products and services using up-selling and suggestive selling techniques
- Sell the IHG products and services using up-selling and suggestive selling techniques
- Responsible in providing efficient handling of room reservations and responding to guest’s needs
List of Typical Skills For a Reservations Agent Resume
1
Skills For Group Reservations Agent Resume
- Strong time management skills and the ability to multi-task without sacrificing service
- Excellent communication skills in both spoken and written English
- Excellent communication skills and sales oriented personality
- Good negotiation skills and the ability to convert enquires into a bookings
- Excellent communication skills with a very high level of spoken English
- Excellent communication skills in both spoken and written English and German
- Excellent computer skills; knowledge of Galaxy and Delphi considered an asset
2
Skills For Rooms Reservations Agent Resume
- Strong keyboard skills (required)
- Excellent communication and organization skills
- Previous customer experience and ability to work effectively under pressure
- Demonstrate accurate data entry skills and the desire to work a flexible schedule
- Excellent interpersonal skills, especially telephone etiquette
- A positive CAN DO attitude, professional telephone manner and excellent communication skills
- Working computer skills and knowledge including but not limited to Excel, Word, InternetandOpera
- Basic computer skills, including Microsoft Outlook
- Communication skills are utilized at a significant amount of time when interacting with guests and employees
3
Skills For Core Reservations Agent Resume
- Responsibility for ongoing enhancement of their skills and performance,
- Basic computer skills, including Microsoft Outlook
- Exceptional computer skills including MS Suite
- Have a can do attitude and be willing to learn new skills
- Great sales skills to include up-selling reservations
4
Skills For Cluster Individual Reservations Agent Resume
- Genuine and confident selling skills
- Communications skills are utilized a significant amount of time when interacting with guests, clients and employees
- Previous experience in a call center environment or other relevant customer service experience
- Teamwork/Collaboration – Supports business unit’s initiatives and goals, cooperates and demonstrates positive
- Previous experience in a call centre environment or other relevant customer service experience
- O Advanced verbal and written communication skills
- Administrative and IT skills
- Computer skills in MS office, Opera & Delphi
- Previous significant experience in a related position with preference for group reservations experience
5
Skills For FHP Reservations Agent Resume
- Prior Reservations, Front Office or travel industry or related experience required
- Competent computer skills, word, excel, power point
- At least one years’ experience in a customer service related role within the hospitality industry or experience in a reservations environment
- Previous Sales Experience and a proven track record of success
- Exceptional telephone and customer care skills
- Lead experience and/or call center experience - Required
6
Skills For Groups Reservations Agent Resume
- Posses high level of verbal and written communication skills
- Communicates effectively to the caller on any ‘need to know’ information i.e policies and procedures etc
- Effectively use up selling and cross-selling techniques
- Demonstrated ability to provide excellent service and exceed guests' expectations
- Prior hotel experience in Front Office
- Building excellent working relationships with internal departments including Operations, Revenue Management, Guest Relations and Central Reservations
- Working experience as Reservations Agent in a hotel or in a customer service related
7
Skills For Cluster Reservations Agent Resume
- Working experience as Reservations Agent in a hotel or in a customer service related industry
- Updating the database that allows employees to create and deliver personalised experiences
- Good speech and hearing necessary for talking on telephone
- Passionate about providing good customer service and exceeding customer expectations
- Collaborate with other Reservation Product Management staff on how to implement marketing efforts into the online booking experience
- Clear and legible handwriting, and a strong working knowledge of hotel services desirable
- The know-how of creating memorable experience for our guests from the booking phase on
- Experience of hotel booking system GDS or equivalent
- Work alongside some incredible talent - award-winning, experienced hospitality professionals
8
Skills For Temporary Reservations Agent Resume
- Ensure guest satisfaction at all times by ensuring that safety and service is always the Spa’s first priority
- Strong working knowledge of Opera Property Manager System (PMS)
- Complete Group Resumes to ensure a seamless guest experience – all billing, rates, inventory and VIPs are set up correctly in PMS
- Be knowledgeable about areas of interest to provide offerings enhancing the guest’s experience
- Experience and passion for delivering customer service excellence
- Telephone marketing/sales experience required
- Good working knowledge of Opera
- Monitor restaurant and front desk reservations made night prior, address any reoccurring issues
- Good working knowledge of mathematical concepts
9
Skills For Resort Reservations Agent Resume
- One year recent experience in Reservations, Front Office, Sales, and/or Catering in a luxury hotel of comparable size or similar travel environment
- Previous reservations, sales or other customer service experience
- Experience in Front Office or Reservations
- Reservations / front office experience
- Experience with airline reservations software, policies and procedures
- Reservation or hotel experience
- At least one (1) year experience as Reservations Agent in a 5 star hotel or in a CSR Call Center
- Previous experience in a Hotel industry or Reservations environment
- Previous experience in the Reservations function within the luxury hotel sector
10
Skills For Remote Reservations Agent Resume
- Persuasiveness/Sales Ability – Identifies customers needs, customizes approach, demonstrates how service
- Japanese language skill (N1 or relevant level)
- To process all reservation requests accurately and fully understand market segmentation. 9.To be able to prioritize and complete daily tasks
- Preferably previous experience in Reservations
- Guest/customer service & sales experience - Required
- Promote and maintain good public relations with PCO’s, Travel Agents and Commercial Organizations and solicits business for the hotel
- Demonstrate a passion for excellence, a love for service and innate ability to solve problems to meet our owner's needs
List of Typical Responsibilities For a Reservations Agent Resume
1
Responsibilities For Group Reservations Agent Resume
- The Reservations Agent shall steer the incoming room bookings in accordance with the hotel’s service objectives and procedures so that occupancy is optimized. The Reservations Agent has responsibility for all inquires in connection with individual room bookings
- Excellent verbal/phone communication skills
- Strong interpersonal, organizational and administrative skills
- A highly professional telephone manner and excellent communication skills both in Japanese and in English
- To effectively differentiate room type to match the right product with specific guest needs
- Coordination of special requests for incoming guests with the relevant departments prior to arrival
- Ensure every customer is top priority and that the telephone courtesy and service extended is consistent with the image of the Hotel
- Work with Tour Directors to ensure all tour guest incidentals are paid for prior to departure
- Monitor Front Desk reservations made night prior
2
Responsibilities For Rooms Reservations Agent Resume
- Promote and maintain good public relations with cliental
- Has at least 6 months hotel work experience
- Updates the database that allows employees to create and deliver personalised experiences
- Establish good public relations with Guests
- Previous experience in a Reservations environment is essential
- Other hotel operational experience is an advantage
- Experience with airline reservations software, policies and procedures
3
Responsibilities For Core Reservations Agent Resume
- Experience within a Reservations department within a five/four star property
- Demonstrated ability to interact with customers, employees and third partiesthat reflects highly on the hotel, the brand and the Company
- Good vision, either natural or with corrective lenses to see computer screens
- Experience in a hotel environment
- Hotel Front Office, Reservations or Revenue experience
- Previous Reservations and/or Front Office experience
- Experience in a high volume call center
4
Responsibilities For Cluster Individual Reservations Agent Resume
- Previous customer service experience an asset, ideally gained within the hospitality industry
- One to two years of Front Desk or Reservations experience at a luxury property
- The ability to work under pressure in a busy hotel operation, with excellent attention to detail
- Time management - the ability to organize and manage multiple priorities
- Previous experience in a Reservations Agent role in a 4 or 5 star hotel
- Good knowledge of MS Office applications (Word, Excel, PowerPoint) and Outlook
5
Responsibilities For FHP Reservations Agent Resume
- Experience in a similar position or property within the industry is advantageous
- Proficient in verbal/written English and Good knowledge of English, Arabic is an advantage but not mandatory
- Previous hospitality experience advantageous
- Experience in a similar role within luxury hotels
- Previous experience of reservations within a 5 star hotel
- Previous reservation experience, either phone or in person bookings
6
Responsibilities For Groups Reservations Agent Resume
- At least one years’ experience in a similar role within a five star luxury environment
- Experience in a London hotel
- Face to face customer service experience
- Time management and prioritize work requests
- Intermediate Microsoft experience (Word, Excel, PowerPoint)
- Assisting in preparing the various reports for weekly Revenue Management Meeting
- Verifying "no show" tours on a daily basis and then contacting guests in an effort to get their tours rebooked so as to maximize bookings for the resorts
- Understanding of Promotions, rate codes, packages and Sales contracting
7
Responsibilities For Cluster Reservations Agent Resume
- Packaging of brochures for the Department's Fun Packs distributed at our various hotel Guest Services locations as needed
- Entering all inquires into the appropriate customer database
- Assisting group organizers and conference services managers with rooms related requests
- Replying to enquiries in the Group Services inbox emails in a timely manner
- Constant standing and walking throughout shift when assisting at Spa Reception
- Enter rooming lists while ensuring required accuracy
- To actively participate in regular coaching & counselling meetings, performance reviews and development meetings
- Promote upgrades and all other services on property using up-selling techniques
8
Responsibilities For Temporary Reservations Agent Resume
- To ensure departmental performance is in line with the Hotel’s guidelines and business plan as well as contributing towards achieving department goals
- Assist with group loading and maintaining inventory in GroupMax/Passkey
- To ensure all booking are process in the OPMS on the same day booking received
- Communicate and work with Accounting Team to ensure having all monies owed to the Hotel are paid and collected
- Ensure accurate and timely billing of Tour Posting Master accounts are settled immediately after departure
- Complete assigned month end tasks, and ensure timely processing for credit meeting
- Make outbound calls to existing and prospective customers including follow-up calls to qualify and close
- Utilize the computer system in retrieving, updating room reservations
9
Responsibilities For Resort Reservations Agent Resume
- Answer all calls promptly, within 3 rings using the specified greeting for Sofitel Queenstown Hotel and Spa, in a courteous and efficient manner
- Accurate recording and processing reservations
- Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectations
- To attend and handle all incoming and outgoing room reservation requests, as per the hotel
- Able to work flexible shifts, including rotating shifts, nights, weekends and holidays. Able to work independently and as a team player
- Responsible for taking reservations and accurately inputting into the computer system and handle all guests’ special requests in a professional manner
- Have a complete working knowledge of the reservation functions in the hotel and dining outlets
10
Responsibilities For Remote Reservations Agent Resume
- Process reservations by mail, telephone, central reservation systems referral, and all third parties while ensuring all brand standards are being applied
- Speak and listening usually while sitting
- Input group bookings, rooming lists and billing information in the Maestro system accurately
- Develop business with existing clients to maximize opportunities for increased meeting room and service usage
- Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest’s expectation
- Develop and maintain a regular pattern of calls by adhering to Signature Mystery Shopping standards
- Work with related Hotel departments to ensure efficiency in meeting guest’s needs
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