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AI Summary
The Booking Agent is responsible for managing guest reservations, travel arrangements, and itineraries while ensuring accuracy across various booking systems. They will handle customer inquiries via multiple channels and coordinate with vendors and internal teams to ensure a seamless guest experience.
About the Role
We are looking for a Booking Agent to assist guests with reservations, travel arrangements, and itinerary details. This role provides excellent customer service while ensuring bookings are accurate and handled efficiently.
The Booking Agent will work closely with guests, vendors, affiliates, and internal teams to provide a smooth experience from booking through arrival.
Responsibilities
- Handle customer inquiries by phone, email, text, and chat
- Create and manage reservations using VAX (Vacation Access), FareHarbor, HubSpot, and other systems
- Process booking changes, cancellations, payments, and special requests
- Review bookings and itineraries for accuracy before guest arrival
- Confirm reservations with hotels, airlines, transportation providers, and tour vendors
- Provide guests with pickup details, activity information, and other travel instructions
- Maintain accurate customer and reservation records
- Follow up on outstanding balances and booking-related requests
- Communicate with internal teams regarding guest needs and itinerary updates
- Identify and resolve booking issues promptly
- Assist with sales and lead follow-up when needed
- Perform other related duties as assigned
Qualifications
- 1+ year of experience in reservations, travel, hospitality, customer service, or a related field preferred
- Strong communication and customer service skills
- Excellent attention to detail and organizational skills
- Ability to multitask and manage multiple reservations
- Comfortable learning and using booking and customer management systems
- Ability to work independently and as part of a team
- Flexible and reliable with a strong commitment to guest service
Schedule
- Full-time, 5 days per week with 2 days off
- Must be available to work a flexible schedule, including weekends, holidays, and various shifts to support 24/7 operations
What Success Looks Like
- Accurate and timely booking management
- Excellent guest service
- Clear and professional communication
- Reliable attendance and schedule adherence
- Quick and effective problem-solving
- Strong teamwork and coordination
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