Reservations Agent — Guest Experience & Upsell Expertise

Hyatt Regency; Phoenix (AZ); On-site; USD 22,000 - 30,000; Full time

Job summary

Hyatt Regency Phoenix is seeking a Reservation Agent to assist guests with room reservations, provide information on accommodations and services, and uphold exceptional guest service standards. You will coordinate with Front Office and other departments, upsell hotel offerings, and support group bookings to ensure a smooth, personalized experience.

Ideal candidates bring customer service or reservations experience, strong communication, and the ability to multitask in a fast-paced hotel

Qualifications

• Previous customer service, hospitality, or reservations experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills with attention to detail.
• Ability to multitask and work effectively in a fast-paced environment.
• Basic proficiency in Microsoft Office and hotel reservation systems preferred.
• Strong problem-solving and guest service skills.
• Ability to work independently and collaboratively as part of a team.

Responsibilities

• Answer incoming calls, emails, and reservation inquiries in a professional and courteous manner.
• Process guest room reservations, modifications, and cancellations accurately and efficiently.
• Provide guests with information regarding hotel accommodations, amenities, services, rates, promotions, and local attractions.
• Maintain accurate reservation records and guest profiles within the hotel reservation system.
• Maximize room revenue through effective upselling techniques and promotion of hotel services.
• Coordinate with Front Office and other hotel departments to ensure guest requests and special accommodations are communicated and fulfilled.
• Assist with group reservations and serve as a primary point of contact for group clients when needed.
• Create, manage, and update group room blocks in accordance with group contracts and hotel guidelines.
• Process modifications, changes, and special requests for future reservations while ensuring accuracy and guest satisfaction.
• Coordinate with Sales, Events, and Front Office teams regarding group rooming lists, reservation updates, and special accommodations.
• Communicate directly with group organizers to ensure reservation details, room blocks, and guest needs are addressed promptly and professionally.
• Monitor group block pickup and assist with reservation audits to maximize occupancy and ensure reservation accuracy.
• Provide timely follow-up on individual and group inquiries, ensuring a seamless reservation experience from booking through arrival.
• Resolve guest concerns and reservation-related issues in a timely, professional, and service-oriented manner.
• Follow all hotel policies, procedures, and service standards to deliver an exceptional guest experience.
• Perform other duties as assigned in support of hotel operations.

Skills

Customer service

Reservations experience

Communication skills

Organizational skills

Multitasking

MS Office

Reservation systems

Problem-solving

Teamwork

Tools

Hotel reservation systems

Job description

Hyatt Regency Phoenix is seeking a Reservation Agent to assist guests with room reservations, provide information on accommodations and services, and uphold exceptional guest service standards. You will coordinate with Front Office and other departments, upsell hotel offerings, and support group bookings to ensure a smooth, personalized experience.

Ideal candidates bring customer service or reservations experience, strong communication, and the ability to multitask in a fast-paced hotel