Reservations Agent

At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.

Duties and Responsibilities of the role :

• Respond to guest inquiries via phone, email, or online channels promptly and professionally, providing information about room availability, rates, amenities, and hotel policies.
• Assist guests in making room reservations, checking availability, and securing bookings using the hotel's reservation system.
• Offer additional services or room upgrades to guests during the reservation process to enhance their experience and increase revenue.
• Handle reservation changes, cancellations, and modifications based on guest requests or changes in availability.
• Coordinate and manage group bookings and special event reservations, ensuring all group requirements are met.
• Process guest payments for room reservations, ensuring accuracy and adherence to the hotel's payment policies.
• Send confirmation emails or letters to guests with their reservation details and any additional information they may need for their stay.
• Build positive relationships with guests, providing exceptional customer service and addressing any concerns or issues related to their reservations.
• Monitor and manage room inventory to ensure the hotel's availability and avoid overbooking.
• Collaborate with other hotel departments, such as housekeeping and front office, to ensure a smooth check-in process for arriving guests.
• Maintain accurate and organized records of reservations, guest information, and payment details.
• Work towards achieving sales targets and revenue goals set by the hotel management.

Requirements for the role :