Reservationist | Torchora

🎯 Role Definition

The Reservationist serves as a central point of contact for all potential and existing guests, managing the entire lifecycle of a reservation from initial inquiry to final confirmation and follow-up. This role is crucial for maximizing revenue through effective room/table inventory management and strategic upselling. You will be a key brand ambassador, ensuring every interaction is handled with professionalism, warmth, and efficiency, setting the stage for an exceptional guest experience.

📈 Career Progression

Typical Career Path

Entry Point From:

Front Desk Agent
Guest Service Representative
Call Center Agent

Advancement To:

Reservations Supervisor or Team Lead
Guest Relations Manager
Assistant Revenue Manager

Lateral Moves:

Event Coordinator
Sales Coordinator

Core Responsibilities

Primary Functions

Professionally manage a high volume of inbound calls, emails, and online chat inquiries to assist guests with booking new reservations, modifying existing ones, and processing cancellations.
Provide guests with comprehensive and accurate information regarding availability, rates, room types, amenities, and special packages.
Process all reservations in the Property Management System (PMS) or reservation software with meticulous attention to detail to ensure accuracy.
Actively listen to guest needs and preferences to upsell premium rooms, amenities, dining packages, and other revenue-generating services.
Clearly and patiently explain booking policies, cancellation terms, and payment procedures to ensure guest understanding and satisfaction.
Handle and resolve guest complaints or issues with empathy and professionalism, escalating complex problems to a supervisor when necessary.
Manage and process reservations from various channels, including direct calls, website bookings, email requests, and Online Travel Agencies (OTAs).
Maintain an in-depth knowledge of all property features, hours of operation, special events, and local attractions to serve as a trusted resource for guests.
Coordinate with other departments, such as the Front Office, Housekeeping, and Sales, to accommodate special guest requests, VIP arrivals, and group bookings.
Handle sensitive guest information and payment details with the highest level of confidentiality and in compliance with data privacy standards.
Build and maintain positive relationships with guests to foster loyalty and encourage repeat business.
Proactively follow up on tentative bookings, waitlisted guests, and booking inquiries to secure reservations and maximize occupancy.
Process advance deposits, payments, and refunds accurately and in a timely manner.
Ensure all guest profiles and reservation records are accurate and up-to-date with relevant notes and preferences.

Secondary Functions

Generate and distribute daily, weekly, and monthly reservation reports to management, highlighting booking trends, occupancy forecasts, and key performance indicators.
Assist the sales and marketing teams by providing feedback on customer preferences, booking patterns, and frequently asked questions to inform future promotions.
Participate in regular team meetings and training sessions to discuss operational challenges, share best practices, and contribute to departmental process improvements.
Conduct pre-arrival checks on reservations to ensure all details are correct and special requests are communicated to the relevant teams.
Monitor and manage room inventory across all booking channels to prevent overbooking and ensure rate parity.
Provide administrative support to the Reservations Manager as required, including data entry, filing, and managing departmental correspondence.
Stay current with industry trends and competitor offerings to better position our services and value proposition to potential guests.

Required Skills & Competencies

Hard Skills (Technical)

PMS/Reservation Software: Proficiency in Property Management Systems (e.g., Opera, Cloudbeds, Sabre) and/or restaurant reservation platforms (e.g., OpenTable, Resy, Tock).
CRM Software: Experience using Customer Relationship Management (CRM) systems to track guest interactions and preferences.
Microsoft Office Suite: Competency in Word, Excel, and Outlook for communication, reporting, and data management.
Multi-line Phone Systems: Skilled in operating sophisticated phone systems to manage multiple inbound and outbound calls efficiently.
Typing Speed & Accuracy: Fast and accurate typing skills for efficient data entry and guest communication.
GDS Knowledge: Familiarity with Global Distribution Systems (GDS) like Amadeus or Galileo is a plus, particularly in the hotel and airline sectors.

Soft Skills

Exceptional Communication: Articulate verbal and written communication skills with a professional and friendly tone.
Active Listening: The ability to listen carefully to understand guest needs, concerns, and preferences fully.
Problem-Solving: Resourcefulness in identifying issues, evaluating options, and implementing effective solutions to ensure guest satisfaction.
Attention to Detail: Meticulous approach to data entry and communication to prevent errors in bookings and billing.
Patience & Empathy: A calm and understanding demeanor when dealing with demanding or upset customers.
Sales & Upselling: The ability to persuasively present premium options and additional services to enhance the guest experience and drive revenue.
Organization & Time Management: Strong organizational skills to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
Teamwork & Collaboration: A cooperative spirit to work effectively with colleagues in various departments.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent (GED).

Preferred Education:

Associate's or Bachelor's Degree in a relevant field.

Relevant Fields of Study:

Hospitality Management
Tourism & Travel
Business Administration
Communications

Experience Requirements

Typical Experience Range: 1-3 years of experience in a customer service, front desk, or call center role, preferably within the hospitality or travel industry.

Preferred: Direct experience as a Reservationist in a high-volume hotel, resort, or fine-dining restaurant environment. Proven track record of meeting or exceeding sales and customer satisfaction targets.