About the role
Summary: The Reservations Agent is responsible for delivering exceptional guest service while managing reservations for AT&T Hotel and Conference Center. As the first point of contact for many guests, this role handles reservation inquiries, supports group business, and ensures reservation details are accurate and complete prior to arrival.
Essential Duties and Responsibilities: * Serve as the first point of contact for guests, delivering warm, professional, and personalized service through phone and email communications. * Respond promptly and professionally to reservation inbox inquiries, guest questions, concerns, and special requests, resolving issues when possible and escalating as appropriate. * Create, modify, and manage individual and group reservations, ensuring all guest information, payment details, rates, and reservation requirements are accurate and complete. * Maximize revenue opportunities through upselling and recommending appropriate room types, packages, and hotel offerings. * Assist the Group Rooms Coordinator with rooming lists, routing and billing arrangements, and other pre-arrival reservation functions. * Set up and maintain accurate reservation notes, billing instructions, and routing to support Front Desk, Conference Services, Accounting, and other hotel departments. * Communicate hotel policies, including cancellation, deposit, and special event requirements, clearly and accurately to guests. * Remain knowledgeable about hotel inventory, rates, amenities, outlets, V.I.P guests, local attractions, and current hotel events in order to provide accurate information and recommendations. * Maintain a high level of accuracy, attention to detail, and efficiency while managing a high volume of calls, emails, and reservations. * Perform other duties as assigned