A reservationist, sometimes referred to as a reservation agent, is the person who is responsible for handling various types of reservations within their industry. This person can work for hotels, airlines, resorts, travel companies, or booking services. Ultimately, a reservationist can work in any industry which requires handling reservations.
This is a position which will work in an office type of environment, either in a traditional or home office. No travel is typically required. A reservationist will generally keep daytime hours, though the hours are truly commensurate with the hours of their individual organization. The reservationist will generally work on a team of office staff, although this person may work independently. In smaller organizations, the position will overlap with other office duties. This position will typically require a high school diploma or an equivalents, with many organizations offering training on the job.
This position will have a variety of demands associated with it. The duties can vary, depending on the size and type of organization the reservationist is employed by. Some typical responsibilities associated with a reservationist include taking phone calls from current and potential customers, operating various computer applications while on the phone, multitasking efficiently, negotiating rates with customers, maintaining accurate knowledge of their industry and organization, handling a variety of reservations, promoting services, and resolving various customer concerns or complaints. This position requires a person who has expert communication skills and innate optimism. This person should be able to maintain an upbeat attitude and work efficiently under high-stress environments, and this person should also be an expert problem-solver.
Maintain good relations with all guests and implement procedures for giving special attention to VIPs.
Enter guest reservations into the computer system while assigning reservations to the appropriate rates.
Process accurate records for coding and tracking reservations and advanced deposits.
Answer telephones and enter guest reservations into the computer system.
Change and cancel reservations as guest requests.