Description
Manage hotel reservations by quoting rates and availability; booking, modifying, and canceling stays; verifying payment guarantees; maintaining inventory and guest records; coordinating special requests; and producing reports to support revenue and front desk operations.
- • Collaborate with revenue management on rate availability and restrictions.
- • Answer calls, emails, and online inquiries regarding availability, rates, and policies.
- • Quote rates, packages, and promotions, and upsell room types and add-ons.
- • Create, modify, and cancel reservations in the property management system.
- • Verify guest identity, payment method, and credit to guarantee bookings.
- • Process deposits, prepayments, and authorization holds per policy.
- • Maintain accurate inventory of room availability across channels.
- • Monitor, import, and update reservations from OTAs and brand channels.
- • Send confirmations and pre-arrival communications to guests.
- • Record guest preferences and special requests.
- • Coordinate special requests, amenities, and room assignments with front desk, housekeeping, and maintenance.
- • Resolve reservation issues, date conflicts, and overbooking situations per guidelines.
- • Manage group blocks, rooming lists, allotments, and release dates.
- • Process extensions, early arrivals, late check-outs, and other changes.
- • Answer questions about hotel services, amenities, and the local area; provide recommendations.
- • Document and escalate guest complaints or unusual requests to management.
- • Produce daily reservation, pickup, and pace reports for management.
- • Reconcile reservations, no-shows, and cancellations; adjust charges as directed.
- • Follow data privacy, PCI, and cash-handling standards.
- • Maintain accurate guest profiles and billing instructions.
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Related Pathways
Hospitality, Events & Tourism
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
