Hotel Careers Guest Service Agent & Reservations Manager

Taylor Morabito

Period 4

Hospitality & Tourism

Reservations ManagerJob Description A hotel reservations manager

oversees workers on the front desk of a hotel. The role of a reservations manager depends upon the size of the establishment. In a small hotel, one clerk or manager may do everything. In larger hotels, several reservation clerks work under the supervision of the reservations manager. Because of the nature of the industry, long hours, including evenings and weekends, are common.

Guest Service AgentJob Description Guest Service Agents are responsible

for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. However, the realm of responsibilities will extend beyond that of a typical front desk agent.  This allows the Guest Service Agent to expand their skill sets and work in a fast paced environment with new challenges daily. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.

Reservations ManagerSalary The salary of a reservations

manager is based upon experience and the size and location of the hotel. According to Indeed.com, the average annual salary of a hotel reservations manager in June 2010 was $36,000 a year. However, the BLS reports that managers in the hotel industry can receive bonuses of up to 25 percent of their basic salary in addition to benefits, such as meals and parking.

Guest Service AgentSalary

Guest service Agents make up to $22,000 a year. That’s about $1,250 a month. That is not that much money at all; Also Guest service agents work in lower end hotels.

Reservations ManagerEducational Requirements Some have a degree from a different discipline

together with hospitality experience, and this may be sufficient to enter a trainee management program at a hotel chain. The Educational Institute of the American Hotel and Lodging Association also offers a hospitality management program at more than 450 high schools, which leads to professional certification.

Guest Service AgentEducational Requirements Hotels hiring guest service agents may require a

high school or General Education Development diploma and one to two years of customer service experience. Many agents begin their careers with on-the-job training under direct supervision of a front desk manager or another experienced worker. In-house training may include learning how to use the billing and reservation computer systems, managing a multi-line telephone system, familiarity with the hotel facilities, customer service and communication skills.

Reservations ManagerCareer ladder category This career is average

on the career ladder. It can lead to a lot of different careers like a guest service agent. Plus this job can be giver in higher valued hotels.

Guest Service AgentCareer Ladder Category It’s low on the career

ladder. Its right under maintenance. This doesn’t surprise me considering the fact that a guest service agent works in lower end hotels.

Summary In the hospitality industry, the possible career

path for rooms controllers may include front concierge, front office manager, reservations manager and guest services manager occupations.Reservation managers and guest service agents have many similarities in there jobs plus they both have similar career path opportunities. Also Guest service agents usually work in lower end hotels while reservation manager can work in a 1 to 5 star hotel.

Interesting Info. An important part of the a reservations manager is to train the

reservations' team to swiftly respond to email room bookings so that room inventories remain accurate. The reservation manager ensures that the arrivals' checklist is updated daily and that inconsistencies are investigated immediately. Communication with higher management to show that revenues and booking rates are being maintained efficiently is a must. Results should be continually assessed by the reservation manager and changes made to the sales and booking strategies, if needed.

Guest service agents can work as concierges which are available to answer any guest inquires regarding the city, events, and attractions. This individual will provide exceptional customer service to all of our guests and will support other departments including Sales, Front Office, and Bellman/Van, as needed.

Sources Hotel Reservations Manager Job Description |

eHow.com http://www.ehow.com/about_6656415_hotel-reservations-manager-job-description.html#ixzz1d8IjzScR

www.indeed.com http://www.ehow.com/about_6576483_job-descrip

tion-rooms-controller.html