Reservations Agent

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties globally, focusing on delivering exceptional guest experiences. The company attracts top hospitality professionals and fosters a culture where creativity, thoughtfulness, and compassion are valued. As part of Marriott International, The Ritz-Carlton is recognized as a global leader in luxury hospitality, guided by its "Gold Standards" which include the Employee Promise, Credo, and Service Values.

Role Overview: Reservations Agent

The Reservations Agent is responsible for managing all reservation-related inquiries and processes, ensuring adherence to The Ritz-Carlton's "Gold Standards." This full-time role involves direct interaction with guests and internal systems to facilitate accurate and efficient booking services. The position requires 0-1 years of experience.

Key Responsibilities

• Process all reservation requests, changes, and cancellations received via phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room types.
• Verify the availability of room types and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests from guests.
• Answer questions regarding property facilities, services, and room accommodations.
• Apply sales techniques to maximize revenue.
• Input and access data within the reservation system.
• Indicate special room reservation types (*, complimentary rooms, employee discounts, travel agent inspection rates, wholesale reservations) by inputting correct codes and rates.
• Follow proper escalation procedures for guest concerns.

Operational Duties

• Adhere to all company policies and procedures, maintaining a clean and professional appearance.
• Maintain confidentiality of proprietary information and protect company assets, as well as the privacy and security of guests and coworkers.
• Welcome and acknowledge guests according to company standards, anticipate service needs, assist individuals with disabilities, and express genuine appreciation.
• Communicate professionally and clearly, answering telephones with appropriate etiquette.
• Develop and maintain positive working relationships, support team goals, and respond appropriately to employee concerns.
• Comply with quality assurance expectations and standards.
• Perform physical tasks such as moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance.
• Execute other reasonable job duties as requested by supervisors.

Experience and Qualifications

• 0-1 years of experience in a related field.
• Ability to understand and apply company policies and procedures.
• Proficiency in using reservation systems and basic computer applications.
• Strong communication and interpersonal skills.

Work Environment

This is a full-time position within a global hospitality brand, operating in an environment that values professional conduct and guest satisfaction. The role requires adherence to established service values and a commitment to teamwork.