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
