16 Reservation Agent Skills for Your Career and Resume

Reservation agents work in the customer service and hospitality industry. They are responsible for handling customer inquiries, making reservations and providing information about products and services. To be successful in this role, reservation agents need to have strong communication and customer service skills. They also need to be able to use a computer to input customer information and make reservations.

Telephone Etiquette

Telephone etiquette is the ability to be respectful and professional when speaking on the phone. When taking reservations, it’s important for a reservation agent to listen carefully to their customers’ questions and respond with answers that are clear and informative. It’s also important to remember details about each customer so you can provide them with accurate information when they call back or visit your business.

Patience

Patience is a skill that can help you be an effective reservation agent. You may need to listen to your customers’ needs and answer their questions thoroughly, which can take time. It’s important to remain calm and focused on providing excellent service to your customers so they have a positive experience when making reservations. This can also help you build trust with your customers, which can lead to repeat business.

Reservation Systems

Reservation systems are software programs that allow businesses to manage their reservations. They can include features like calendars, messaging and payment management. Reservation agents need to be familiar with the reservation system they use at work so they can answer customer questions about it. For example, if a customer asks how many people can reserve a table for dinner, the agent should know where to find this information in the system.

Customer Service

Customer service skills are important for reservation agents to have because they help you provide excellent customer experiences. Customer service involves providing customers with the information they need, answering their questions and resolving any issues they may have. Having strong customer service skills can help you build rapport with your customers and ensure that they enjoy interacting with you.

Itinerary Planning

Itinerary planning is the ability to create a detailed itinerary for customers who are traveling. This includes knowing which destinations they’re visiting, what transportation methods they’ll use and where they’ll stay. Itinerary planning requires attention to detail and an ability to think ahead so you can provide your customers with all the information they need.

Multi-tasking

A reservation agent often has to handle multiple phone calls at once, so it’s important for them to be able to multi-task. They need to be able to listen and respond to each call while also keeping track of the status of each call and any other tasks they have to complete. For example, if a customer is checking in for their flight, the reservation agent needs to remember that information so they can provide updates when necessary.

Upselling

Upselling is the process of suggesting additional products or services to a customer. For example, if a customer orders a sandwich and drink, you might suggest they add fries for an extra charge. This can help increase your restaurant’s revenue while also making customers happy with their purchase. You can use upselling when taking reservations by asking questions that encourage customers to spend more money. For example, you could ask what kind of drink they’d like and then offer them a larger size for an extra charge.

Fare Quotes

A knowledge of fare quotes is important for reservation agents to have, as it allows them to provide accurate information about the cost of a flight. They should be able to explain how fares are calculated and what factors can affect the price of a ticket. For example, if an agent explains that a particular flight has low availability, they may need to explain why this is the case and what other options their customers might consider.

Data Entry

Data entry is the ability to input and manipulate data into a computer system. As a reservation agent, you may need to enter customer information into an online database or reservation software. This includes entering names, addresses, phone numbers, email addresses and other contact details. You also may use data entry when entering customer feedback into a company database.

Computer Skills

Computer skills are necessary for reservation agents to use the software and tools they need at work. For example, you might use a computer program to make reservations or enter customer information into an online database. You also may use a computer to check email messages from customers or send messages to coworkers about upcoming reservations.

Cross-Selling

Cross-selling is the ability to offer additional products or services that may be beneficial to a customer. For example, if you’re working with someone who has made a hotel reservation, you can suggest add-ons like breakfast vouchers or parking passes. This helps increase your sales and ensures customers are getting what they want. It’s important to remember that cross-selling isn’t about pressuring people into buying more than they need.

Ticketing

Ticketing is the process of assigning a unique identifier to each reservation. This can include recording information about the customer, their requested service and any special requests they may have. It’s important for reservation agents to be able to ticket reservations accurately so that businesses can track them effectively.

Ticketing also includes creating tickets for employees who are taking time off or requesting vacation days. Reservation agents should be able to create these tickets quickly and accurately so that other employees know what to expect when filling in for one another.

Flexibility

Flexibility is the ability to adapt to changing circumstances. As a reservation agent, you may need to be flexible in order to meet your company’s goals and provide excellent customer service. For example, if you receive several calls for one particular day at the same time, you can offer customers different options or suggest that they call back later. This flexibility allows you to help as many people as possible while also ensuring that no one misses out on an opportunity to reserve a table.

Organization

Organization is the ability to keep track of multiple tasks and responsibilities. As a reservation agent, you may need to handle several phone calls at once while also keeping track of customer information, flight details and other important data. Having strong organizational skills can help you stay focused on the task at hand and ensure that all your bases are covered.

Attention to Detail

Attention to detail is the ability to notice small details and make sure they’re correct. For example, a customer might ask for a table by the window, so it’s important that you verify their request before confirming the reservation. This ensures the customer gets what they want and reduces the chance of an unhappy guest. It also helps you ensure reservations are accurate when entering them into your system.

Communication

Communication is the ability to convey information clearly and concisely. As a reservation agent, you may need to communicate with customers over the phone or through email. Strong communication skills can help you provide clear instructions for your customers so they understand what you’re saying and feel comfortable asking questions. Good communication also means listening carefully to your customers’ needs and responding accordingly.

How Can I Learn These Reservation Agent Skills?

There are a few ways that you can learn the necessary skills to become a reservation agent. Many of the skills, such as customer service, telephone etiquette, and itinerary planning, can be learned through on-the-job training. However, if you want to get a head start on the competition, you can take classes or get certified in reservation systems and computer skills. Additionally, it is important to be flexible and organized, and to pay attention to detail. Good communication skills are also essential.