Reservations Agent

at; Austin (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

AT&T Hotel and Conference Center in Austin, TX seeks a Reservations Agent to deliver exceptional guest service while managing reservations for both individual and group bookings. You will be the first point of contact via phone and email, handling inquiries, resolving issues, and ensuring accurate reservation details before arrival.

Responsibilities include upselling, maintaining notes, communicating policies, and coordinating with hotel departments to support a smooth guest experience.

Qualifications

• Experience handling reservations and guest inquiries.
• Ability to upsell and maximize revenue.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the first point of contact for guests via phone and email.
• Respond promptly to reservation inbox inquiries and guest questions.
• Create, modify, and manage individual and group reservations with accurate details.
• Maximize revenue opportunities through upselling and appropriate room types.
• Assist with rooming lists, routing, and billing for group bookings.
• Maintain accurate reservation notes and billing instructions for internal teams.
• Communicate hotel policies clearly to guests.
• Stay knowledgeable about inventory, rates, amenities, and local events.
• Maintain accuracy and efficiency while handling high call and email volume.
• Perform other duties as assigned.

Skills

Guest service

Phone & email communications

Upselling

Reservation management

Attention to detail

Tools

Reservation system

Job description

Summary:

The Reservations Agent is responsible for delivering exceptional guest service while managing reservations for AT&T Hotel and Conference Center. As the first point of contact for many guests, this role handles reservation inquiries, supports group business, and ensures reservation details are accurate and complete prior to arrival.

Essential Duties and Responsibilities:

• Serve as the first point of contact for guests, delivering warm, professional, and personalized service through phone and email communications.
• Respond promptly and professionally to reservation inbox inquiries, guest questions, concerns, and special requests, resolving issues when possible and escalating as appropriate.
• Create, modify, and manage individual and group reservations, ensuring all guest information, payment details, rates, and reservation requirements are accurate and complete.
• Maximize revenue opportunities through upselling and recommending appropriate room types, packages, and hotel offerings.
• Assist the Group Rooms Coordinator with rooming lists, routing and billing arrangements, and other pre-arrival reservation functions.
• Set up and maintain accurate reservation notes, billing instructions, and routing to support Front Desk, Conference Services, Accounting, and other hotel departments.
• Communicate hotel policies, including cancellation, deposit, and special event requirements, clearly and accurately to guests.
• Remain knowledgeable about hotel inventory, rates, amenities, outlets, V.I.P guests, local attractions, and current hotel events in order to provide accurate information and recommendations.
• Maintain a high level of accuracy, attention to detail, and efficiency while managing a high volume of calls, emails, and reservations.
• Perform other duties as assigned