reservation associate

Position Summary

A Reservation Associate is responsible for assisting customers with booking inquiries, processing reservations, providing accurate information, and delivering exceptional service. This role typically supports hotels, travel companies, resorts, event venues, transportation services, or customer service centers.

Key Responsibilities

• Respond to phone calls, emails, chat messages, and online inquiries regarding availability, pricing, and booking details.
• Process new reservations, modifications, cancellations, and special requests in the reservation system.
• Verify guest information, payment details, and booking accuracy.
• Provide customers with information about services, amenities, travel packages, policies, and promotions.
• Maintain up-to-date knowledge of room types, rates, seasonal offers, and company procedures.
• Upsell additional services or upgrades to enhance guest experience and maximize revenue.
• Resolve customer issues, concerns, or booking conflicts promptly and professionally.
• Coordinate with front desk, sales, housekeeping, or operations teams to ensure accurate reservation handling.
• Document all interactions and transactions in the reservation or CRM system.
• Meet performance metrics such as call handling time, accuracy, and customer satisfaction.

Qualifications

• High school diploma or equivalent (associate or bachelor's degree preferred).
• Experience in customer service, hospitality, call centers, or travel industry is an asset.
• Strong communication skillsverbal, written, and interpersonal.
• Proficiency with reservation software, CRM systems, or hotel PMS (e.g., Opera, Amadeus, Salesforce).
• Excellent organizational skills and attention to detail.
• Ability to multitask, problem-solve, and work in a fast-paced environment.
• Professional, customer-focused attitude.