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