Duties and Responsibilities of Reservation Staff

1. Handle Reservations

Accept reservations through phone calls, emails, websites, and walk-in inquiries.

Create, modify, and cancel bookings according to guest requests.

2. Provide Guest Information

Inform guests about room types, rates, promotions, facilities, and hotel policies.

Answer inquiries accurately and professionally.

3. Maintain Reservation Records

Enter and update guest information in the reservation system.

Ensure all booking details are accurate and complete.

4. Confirm Bookings

Send booking confirmations and follow up when necessary.

Verify arrival dates, departure dates, and special requests.

5. Coordinate with Other Departments

Communicate guest requirements to front office, housekeeping, and other departments.

Ensure rooms and services are prepared according to reservations.

6. Monitor Availability

Check room inventory and availability.

Help maximize occupancy by managing reservations efficiently.

7. Handle Payments

Process deposits and payment information according to company procedures.

Maintain accurate financial records related to reservations.

8. Resolve Guest Issues

Handle reservation-related complaints and requests professionally.

Escalate complex issues to supervisors when necessary.

9. Prepare Reports

Generate daily reservation and occupancy reports.

Maintain accurate records for management review.

10. Deliver Excellent Customer Service

Respond promptly and courteously to guest inquiries.

Ensure guest satisfaction throughout the reservation process.