Reservations Agent

Summary

The Reservation Agent is responsible for managing customer reservations and inquiries, ensuring that bookings are accurately processed and that customers receive timely and professional service.

Key Responsibilities

• Daily review of reservations to ensure availability of vehicles for confirmed reservations and walk-up business
• Responds to customer inquiries. Investigate the problem and report to Supervisor / Manager for corrective action
• Answering telephones to assist clients in a friendly, helpful and prompt manner
• To Qualify each customer using company rental requirement guidelines
• Recording and distributing messages
• Co-ordinate incoming and outgoing mail and packages and distribute mail internally
• To take reservations and enter into system
• To open and close contracts
• To provide relevant information to clients regarding rental policies and procedures, compute charges and process billing.
• Ensure all necessary paperwork is completed, driver’s licence copied and deposit/full payment collected prior to any rental
• Upselling to customers where possible
• On return of unit, prepare final bill to include additional days and other charges
• Ensure all check off procedures are done prior to and after return of vehicles
• Completes daily and monthly reports
• To assist in balancing the fleet and prepare daily condition report
• Ensures that a sufficient supply of forms, maps,  rental agreements and stationery needed for the Rental Counter is available
• To post non-revenue vouchers
• To follow-up on overdue cars and submit overdue report to HQ within 24 hours
• To assist in preparing daily and monthly reports
• Any other duties as required by Management

Qualifications

• Five (5) CXC/GCE O-Level passes, including English Language and Mathematics.
• Certificate or diploma in Customer Service, Hospitality, Tourism, Business Administration, Travel & Tourism, or a related field would be an asset.
• Good working knowledge of Microsoft Office, email and internet-based systems.
• Computerized reservation-system experience or training would be an advantage.
• A valid Barbados driver's licence

Experience

• 2–3 years' experience in car rental, reservations, tourism, hospitality, travel, customer service, front office, sales or a related environment.
• Previous experience handling telephone, email and walk-in customer enquiries.
• Experience making, modifying and cancelling reservations/bookings.
• Experience processing payments and credit-card transactions.
• Experience preparing or processing rental agreements and customer documentation.
• Experience in upselling/cross-selling vehicles, insurance/protection products, upgrades and additional services.
• Experience dealing with customer complaints and resolving service issues.
• Experience working with reservation, fleet-management or rental-management software.

Key Performance Indicators

• Reservation accuracy.
• Customer response time.
• Booking conversion rate.
• Customer satisfaction.
• Number of reservation errors.
• Vehicle utilization.
• Timeliness of reservation confirmations

Revenue generated from reservations and additional services