Reservationist

Industry:
Hospitality
Last Updated:
June 29, 2023

Job Description Overview

Reservationist job description: A Reservationist is a vital member of the hospitality industry, responsible for handling reservations for hotels, resorts, and other accommodation establishments. They assist in managing guests' bookings, inquiries, and requests, ensuring customer satisfaction and efficient operations. Reservationists work directly with guests, travel agents, and partners to secure reservations, handle room availability, and provide pricing information. They also maintain accurate records of bookings, cancellations, and payments. A Reservationist should be courteous, efficient, and have excellent communication skills to handle a high volume of calls and emails. They should have knowledge of the property's amenities, nearby attractions, and events to provide recommendations and upsell opportunities. To become a Reservationist, a high school diploma or equivalent is required, and experience in customer service and computer skills is an added advantage.

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Job Duties and Responsibilities

  • Answering phone calls and emails regarding customer inquiries and reservations
  • Maintaining an accurate and up-to-date record of reservations and cancellations
  • Upselling and cross-selling hotel amenities and packages to customers
  • Collaborating with the housekeeping and front desk staff to ensure smooth check-in and check-out processes
  • Informing customers of any changes or updates to their reservations, such as overbooking or room availability
  • Collecting payment for reservations and guaranteeing payment information is up-to-date
  • Providing exceptional customer service and resolving any customer complaints or issues
  • Maintaining knowledge of hotel policies, room rates, and available services to provide accurate information to customers
  • Creating and distributing daily occupancy reports to relevant staff members
  • Contributing to team effort by completing related tasks and duties as assigned.

Experience and Education Requirements

To work as a Reservationist in the Hospitality industry, you'll need both education and experience. You should have at least a high school diploma or a GED. But some employers might prefer candidates with an associate's degree in a related field or a certificate in hospitality, tourism, or customer service.

Experience-wise, it's helpful to have worked in a similar role before. For instance, you might have worked in a call center, a hotel front desk, or a travel agency. Computer skills are also a must, as you'll work with reservation software to book customers' stays, flights, or activities.

Excellent communication skills, attention to detail, and a friendly demeanor are essential for this job. You must be able to multitask, remain calm under pressure, and solve problems efficiently.

Salary Range

A reservationist in the Hospitality industry typically earns between $10-$20 per hour in the United States, according to Glassdoor. The exact salary range varies based on the specific job location, experience level, and company. For instance, reservationists in New York City may earn slightly more than those in small towns. Other countries, such as Canada and Australia, have similar ranges of about $10-$25 per hour.

Moreover, employee benefits such as healthcare, retirement plans, and vacation time may also impact reservationists' salaries. One study by the Bureau of Labor Statistics shows that reservationists in the United States earn an average of $38,170 per year, or $18.36 per hour.

Sources:

  • Glassdoor: https://www.glassdoor.com/Salaries/reservationist-salary-SRCH_KO0,13.htm
  • Bureau of Labor Statistics: https://www.bls.gov/ooh/office-and-administrative-support/receptionists.htm#tab-5

Career Outlook

A reservationist is an important role in the hospitality industry, responsible for booking and managing reservations in hotels, restaurants, and other hospitality businesses. According to the Bureau of Labor Statistics, the employment of reservation and transportation ticket agents is projected to decline 3 percent from 2019 to 2029. This decline is due to advancements in technology, such as online booking systems, which allow customers to make reservations themselves without the need for a reservationist. However, there will still be opportunities for those with excellent customer service skills and knowledge of the industry. It is important to stay up-to-date with emerging technologies and provide exceptional customer service to remain competitive in the industry.

Frequently Asked Questions (FAQ)

Q: What does a Reservationist do in the hospitality industry?

A: A Reservationist is responsible for booking rooms or reservations for guests, whether over the phone, online or in person. 

Q: What skills and qualifications are necessary for this job?

A: The Reservationist must have excellent communication skills, knowledge of the hotel's operations and be proficient in reservation software. A high school diploma is typically required.

Q: How can I become a Reservationist?

A: You must have a strong background in hospitality and customer service. The best way to start is by obtaining certification in hospitality training, gaining experience in the field, and perfecting your communication skills.

Q: Is it a challenging job?

A: Yes, it can be challenging at times as it requires multitasking, excellent organizational skills, and the ability to remain calm under pressure.

Q: What are the benefits of being a Reservationist?

A: It's a great opportunity to work in the hospitality industry, meet new people, connect with guests from all over the world, and develop valuable skills. Schedules can be flexible and there is room for advancement within the company.


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