Job Summary
The CRS Agent is responsible for handling all room reservation requests for the hotel chain through phone, email, website, OTA, and travel agent channels. The role ensures accurate reservation processing, effective inventory control, and maximization of room revenue through upselling and proper rate application while delivering excellent guest service.
Key Responsibilities
- Reservation Management
- Handle inbound and outbound reservation calls, emails, and online booking requests.
- Process new reservations, amendments, cancellations, and confirmations in the CRS/PMS system.
- Ensure all reservation details are correctly entered (guest name, contact details, rate plan, payment, special requests).
- Maintain reservation accuracy across all booking channels.
- Revenue & Upselling
- Promote room upgrades, packages, and hotel services to maximize revenue.
- Ensure correct rate application as per revenue strategy and rate parity.
- Identify opportunities for cross-selling hotel services (spa, dining, transfers, etc.).
- Inventory & Distribution Management
- Monitor room availability and inventory across channels.
- Coordinate with Revenue Manager for rates & inventory management.
- Ensure synchronization between CRS, PMS, and OTA platforms.
- Guest Communication
- Respond promptly to guest and travel agent inquiries.
- Provide accurate information on:
- Room types
- Rates and packages
- Hotel facilities
- Policies and promotions
- Maintain professional telephone and email etiquette.
- Coordination with Internal Departments
- Coordinate with:
- Front Office
- Sales & Marketing
- Revenue Management
- Share arrival lists, special requests, and VIP bookings for operational readiness.
- Reporting & Documentation
- Prepare daily reports such as:
- Reservation pick-up report
- Arrival & departure list
- Occupancy forecast
- Group rooming list
- Maintain reservation records and guest profiles in the system.
- Quality & SOP Compliance
- Follow hotel reservation SOPs, cancellation policies, and payment guidelines.
- Maintain confidentiality of guest information.
- Ensure service standards aligned with the brand standards.
