Reservations Clerk

About the role

The Reservations Clerk processes all reservation requests, changes, and cancellations, ensuring guests receive accurate information and a smooth booking experience. This role supports revenue generation by applying sales techniques and maintaining high service standards.

Key responsibilities

• Process reservation requests received by phone, fax, or mail.
• Identify guest needs, determine appropriate room type, and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests and answer questions about property facilities and services.
• Apply sales techniques to maximize revenue and input data accurately into the reservation system.
• Enter special reservation types (complimentary rooms, employee discounts, travel‑agent rates) using correct codes and rates.
• Follow escalation procedures for guest concerns and adhere to all company policies and confidentiality standards.
• Maintain a clean, professional appearance and use proper telephone etiquette.
• Develop positive working relationships and support team goals.
• Lift, move, or carry objects weighing up to 10 lb without assistance and perform other duties as requested by supervisors.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience required.
• No specific license or certification required.