What does a Reservations Agent do?
Reservations agents assist customers or travelers who wish to make reservations with a hotel, airline, car rental company, or other travel service. They may work for a specific brand, property, or company, or may be independent and able to assist customers with reservations for a wide range of companies. They provide information, respond to customer inquiries and questions, investigate rate options and availability, and provide details on available options. They assist with booking the reservation and provide confirmation details. They can also help with changing or canceling an existing reservation.
Reservations agents typically have a high school diploma, although additional education or training is helpful. They must have excellent customer service and communication skills. Proficiency with computerized reservation platforms and common office software programs is helpful.
- Develop and manage relationships with key stakeholders, both internal and external.
- Assist as departmental liaison for sales and front office.
- Work with other departments to ensure that guest information is complete/up to date to fulfill their reservations.
- Execute and support customer service standards and property's brand standards.
- Interact with guests to obtain feedback on product quality and service levels.
- Participate in sales calls with members of reservations sales team to acquire new business and/or close on business.
- Ensure the reservations systems are functioning and interfacing properly.
- Maintain occupancy and average rate through control of room inventory.
- Ensure that standards are maintained at a superior level on a daily basis.
- Review sales and catering guest satisfaction results to identify areas of improvement.
- Promote, track and report daily and annual sales progress for sales.
- Assist in scheduling and coaching of all reservations staff.
- Experience with Enterprise Resource Planning programs and tools.
- Advanced comprehensive computer literacy.
- Strong command of English language and good communication skills.
- Able to handle stressful situations with professionalism, in a fast-paced environment.
- A critical thinker and problem solver.
How much does a Reservations Agent make?
Base Pay
Additional Pay
$44,081
/ yrReservations Agent Career Path
Learn how to become a Reservations Agent, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Reservations Agent Insights
The Grove (UK)“So many opportunities to learn and grow within the hotel as well as all the benefits you get.”
Travel Outlook“I had reservations because it was remote and I don’t have anyone beside me but the training was excellent.”
JetBlue“You're not allowed to submit same day PTO if you have an emergency arise.”
Aramark“You're helping people plan awesome vacations so it's really fun if you enjoy helping others.”
American Airlines“Flight benefits are a good thing to have but with mandatory overtime its hard to enjoy.”
Oberoi Hotels & Resorts“The work could really get hectic sometimes but there is definitely a lot to learn here.”
Alaska Airlines“It was a great job and the travel benefits are always nice!”
Eco Tree Hotel“Flexibility and good career development”
Frequently asked questions about the roles and responsibilities of a Reservations Agent
- Team Member
- Cashier
- Sales Representative
- Guest Services Representative