At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to every guest. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture. Reservation Agent is responsible for assisting guests with room reservation requests while delivering exceptional customer service. This role serves as a primary point of contact for guests, providing information about hotel accommodations, amenities, services, and local attractions. The ideal candidate is professional, detail-oriented, and able to communicate effectively while ensuring all reservations are processed accurately and efficiently.
Responsibilities
- Answer incoming calls, emails, and reservation inquiries in a professional and courteous manner.
- Process guest room reservations, modifications, and cancellations accurately and efficiently.
- Provide guests with information regarding hotel accommodations, amenities, services, rates, promotions, and local attractions.
- Maintain accurate reservation records and guest profiles within the hotel reservation system.
- Maximize room revenue through effective upselling techniques and promotion of hotel services.
- Coordinate with Front Office and other hotel departments to ensure guest requests and special accommodations are communicated and fulfilled.
- Assist with group reservations and serve as a primary point of contact for group clients when needed.
- Create, manage, and update group room blocks in accordance with group contracts and hotel guidelines.
- Process modifications, changes, and special requests for future reservations while ensuring accuracy and guest satisfaction.
- Coordinate with Sales, Events, and Front Office teams regarding group rooming lists, reservation updates, and special accommodations.
- Communicate directly with group organizers to ensure reservation details, room blocks, and guest needs are addressed promptly and professionally.
- Monitor group block pickup and assist with reservation audits to maximize occupancy and ensure reservation accuracy.
- Provide timely follow-up on individual and group inquiries, ensuring a seamless reservation experience from booking through arrival.
- Resolve guest concerns and reservation-related issues in a timely, professional, and service-oriented manner.
- Follow all hotel policies, procedures, and service standards to deliver an exceptional guest experience.
- Perform other duties as assigned in support of hotel operations
View our Virtual Reality Experience to spend a ‘day in the life’ of a hospitality professional at a full-service hotel.
Qualifications
- Previous customer service, hospitality, or reservations experience preferred.
- Excellent verbal and written communication skills.
- Strong organizational skills with attention to detail.
- Ability to multitask and work effectively in a fast-paced environment.
- Basic proficiency in Microsoft Office and hotel reservation systems preferred.
- Strong problem-solving and guest service skills.
- Ability to work independently and collaboratively as part of a team.