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Reservation Specialist Duties and Responsibilities
Specific job tasks for reservation specialists differ depending on the business they work for and the amount of phone traffic they're required to handle. In every business, however, these main job duties are essentially the same:
Answer Phone Calls Reservation specialists answer incoming phone calls from potential customers. During these calls, they answer customer questions about facility amenities and available guest services. Reservation specialists also listen to voicemails and call customers back to book reservations.
Schedule Reservations Reservation specialists schedule reservations, inputting all check-in and check-out dates and times into the company reservation system. This includes updating and maintaining accurate records for all guests.
Answer Online Inquiries Reservation specialists respond to online inquiries from customers.
Direct Customers Reservation specialists provide customers with directions to various locations on and within the property. They also provide guests with pamphlets and information regarding services and amenities offered by the facility.
Reservation Specialist Education and TrainingEmployers look for reservation specialists who have a high school diploma or GED. Because this is an entry-level job, no additional education or formal training is required. However, candidates who have past experience with customer service or sales are often more desirable to employers. Training is provided to reservation specialists once hired. The training period, the length of which varies by company, allows reservation specialists to become familiar with the hiring company's particular software and protocols. During this time, reservation specialists familiarize themselves with the specific services, products, and amenities offered by the facility. While in training, reservation specialists work under close supervision from a manager until they master specific job tasks well enough to perform their daily duties independently.
Reservation Specialist Salary and OutlookAccording to data from PayScale, reservation specialists currently earn a median hourly wage of $12.10. Job information compiled by the Bureau of Labor Statistics (BLS), however, shows that receptionists earn $28,390 annually, or $13.65 an hour. Like reservation specialists, receptionists are hired as entry-level employees to answer phones, respond to questions, and provide customers with general information. The BLS expects job growth of 9 percent through 2026. This rate is about as fast as the national job growth average in the U.S. Full-time reservation specialists usually receive basic medical insurance benefits. Some employers additionally provide dental and vision coverage. Most companies also give reservation specialists employee discounts on services provided by the facility. Some employers provide sales commission bonuses in addition to base pay.
Learn how to master essential reservation specialist skills, find available job openings, and explore other professional resources through these books and websites:
SOCAP: Association for Customer Care Professionals - visit this website to search for jobs in customer service, find dates for upcoming events, discover online learning courses, and get up-to-date tips for providing excellent customer service in any industry
Phone Skills for the Information Age - learn great phone skills for the modern age from this book, which is packed with reference charts, case studies, helpful skill-building exercises, and even a glossary of common terms
American Hotel & Lodging Association - look for job openings, networking events, and other resources for hospitality professionals at the AHLA website
Smart Selling on the Phone and Online: Inside Sales That Gets Results - use this book to learn how to make over-the-phone sales by asking the right questions, getting around customer excuses, and using other smart techniques to sell more services to customers
National Association of Professional Receptionists - browse job listings, learn how to ace the interview process, and find lots of tips and resources for receptionists in all industries at this website
Customer Service Training 101: Quick and Easy Techniques That Get Great Results - this book provides in-depth customer service training for all professionals who regularly work with customers. The text covers information about working with customers over the phone, in face-to-face situations, and online, tasks that all reservation specialists perform
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