Reservations Clerk – Hotel Front Desk

About the role

The Reservations Clerk processes all reservation requests, changes, and cancellations for the hotel. The role involves interacting with guests via phone, fax, or mail, confirming room availability, rates, and policies, and ensuring a smooth booking experience.

Key responsibilities

• Process reservation requests, modifications, and cancellations received by phone, fax, or mail.
• Identify guest needs, determine appropriate room type, verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Document special requests and accommodate them in the reservation system.
• Input correct codes for complimentary rooms, employee discounts, travel‑agent rates, and wholesale reservations.
• Follow sales techniques to maximize revenue and adhere to escalation procedures for guest concerns.
• Maintain confidentiality, protect company assets, and uphold professional appearance.
• Provide courteous telephone etiquette and assist guests with disabilities.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work or supervisory experience required.
• Ability to lift and move objects up to 10 pounds without assistance.
• Commitment to company policies, quality standards, and guest service excellence.