Reservations Agent - Embassy Suites by Hilton Orlando LBV South

Orlando, FL
Sep 15, 2022
Nov 14, 2022

Title: Reservations Agent

Department: Reservations

Location: Orlando, FL

The Embassy Suites - Orlando Lake Buena Vista South is currently accepting applications for Reservations Agent

The Reservations Agent will interact with guests to plan and book reservations for our property. This position must be knowledgeable on our products and services as well as anticipate guest's needs, suggest alternatives and problem solve. Perform duties under the supervision of the Revenue Manager while driving company success through performing some of the following activities to the highest standards:

  • Process all reservation requests, changes, and cancelations received by phone, fax or mail.
  • Identify guest reservation needs and determine appropriate room type
  • Verify availability of room type and rate
  • Explain guarantee, special rate, and cancellation policies to callers.
  • Accommodate and document special requests.
  • Answer questions about property facilities/ services and room accommodations.
  • Follow sales techniques to maximize revenue
  • Input and access data in reservation system
  • Completes daily logs to record number of telephone calls, bookings and cancellations
  • Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system
  • Follow proper escalation procedures when addressing guest concerns
  • Speak with others using clear and professional language; answer telephones using appropriate etiquette
  • Perform other reasonable job duties as requested by Supervisors


The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

  • A true desire to satisfy the needs of others in a fast-paced environment.
  • Guest service experience preferred in hospitality or entertainment industry.
  • One year of previous Hilton/OnQ experience preferred.
  • Must be able to report to scheduled shifts.
  • Must be able to communicate effectively in writing, by telephone and in person.
  • Ability to work a flexible schedule including nights, weekends and holidays.
  • Must be computer literate, have attention to detail and excellent follow-up skills.

**Only candidates who meet the above qualifications will be considered.**