About this role
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