Reservation Agent

About the role

Job Title

Job Description Summary

The Reservation Agent is responsible for assisting customers with booking, modifying, and canceling reservations while delivering excellent customer service. This role requires strong communication skills, attention to detail, and the ability to manage multiple systems accurately and efficiently.

Key Responsibilities

• Schedule: Monday through Friday, 8:00 AM to 5:00 PM.
• Respond promptly and professionally to inbound telephone calls, emails, and other customer inquiries regarding reservations, availability, pricing, policies, and services.
• Create, modify, confirm, and cancel reservations accurately using reservation management systems and internal databases.
• Ensure all customer information, payment details, special requests, and reservation requirements are entered and maintained accurately.
• Provide customers with clear and detailed information regarding reservation policies, procedures, terms and conditions, and service offerings.
• Resolve customer concerns, booking discrepancies, and service issues efficiently while maintaining a positive customer experience.
• Review reservation details for completeness and accuracy to minimize errors and ensure customer satisfaction.
• Coordinate with operations, customer service, sales, and other internal departments to facilitate seamless reservation fulfillment.
• Monitor reservation activity, track changes, and proactively communicate updates to customers and internal stakeholders as needed.
• Maintain detailed records of customer interactions, reservation updates, and service requests in accordance with company procedures.
• Follow established procedures for processing refunds, credits, cancellations, and reservation adjustments when applicable.
• Assist with special projects, reporting, administrative tasks, and departmental initiatives as assigned.
• Support business objectives by meeting or exceeding key performance indicators (KPIs), including customer satisfaction, call quality, accuracy, response times, and productivity metrics.
• Maintain confidentiality of customer information and comply with company policies, procedures, and data privacy standards.
• Stay informed on company products, services, promotions, and operational updates to provide accurate information to customers.

Required Qualifications

• High school diploma or equivalent required.
• Minimum of 1-2 years of experience in customer service, reservations, hospitality, call center, travel, or a related customer-facing role.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills with a professional and positive demeanor.
• Strong attention to detail and organizational skills.
• Ability to multi-task and prioritize work in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Comfortable learning and navigating multiple reservation and customer management systems.
• Strong problem-solving and conflict-resolution abilities.

Preferred Qualifications

• Experience working with reservation management, booking, hospitality, transportation, travel, or CRM platforms.
• Experience handling high-volume call and email environments.
• Bilingual communication skills are a plus.
• Experience meeting performance metrics and customer service standards.

Core Competencies

• Customer Focus
• Communication Excellence
• Attention to Detail
• Organization and Time Management
• Problem Solving
• Adaptability
• Team Collaboration
• Data Accuracy
• Professionalism
• Accountability

Pay and benefits

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work.

In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate's experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $20.40 - $24.00

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at or email. Please refer to the job title and job location when you contact us.

INCO: "C&W Services"