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How to Format a Reservations Agent Resume
Choosing a resume is a critical step in creating an attractive document, but which one is right for you? There are three resume formats — chronological, combination and functional — and each serves a different group of job seekers.
The chronological format is easily the most common, making it a great choice for most reservations agents. Chronological resumes are designed to highlight work history, emphasizing the skills, experiences and successes a candidate picked up throughout their work life. Applicants who lack work experience may find the functional resume a better fit. This format is also called skills-based because it prioritizes skills and qualifications above all else. Combination resumes are a cross between the two and are ideal for job seekers with a few years of relevant experience.
Let’s see how these formats work in practice by reviewing the candidates below. Candidate A is using the chronological resume to showcase her upward career trajectory. Candidate B is only one year into her first job and decided to use a functional format to focus on her qualifications instead of work experience.
Chronological Resume
- 20 years of experience
- 2 years at this job
- BA Hotel Management
Work History
Reservations Agent, Ace Hospitality
01/2021–Current, Sioux Falls, SD
- Served 20+ customers per day in planning international vacations, maintaining a nearly perfect satisfaction rate in follow-up surveys.
- Generated weekly reports for upper management using proprietary analytics software to highlight reservation trends and insights.
- Fielded more than 50 inbound messages per day, resolving dozens of customer complaints and improving the response time by 60%.
Functional Resume
- 1 year of experience
- 1 year at this job
- AS Hospitality Management
Professional Skills
Customer Service
- Promptly answered 100+ calls and emails daily, responding to questions about room reservations, ticket confirmations, dining arrangements and more.
- Shared relevant and reliable information with clients to help plan itineraries, maintaining a 98% satisfaction rate in follow-up surveys.
- Resolved dozens of customer complaints weekly, improving the resolution time by approximately 20%.
Data Entry and Booking
- Created and tracked up to 40 reservations per day, ensuring accurate and complete data entry.
- Submitted personal information for hundreds of guests making a hotel reservation.
- Coordinated international flight schedules, purchased tickets and kept track of updates to itineraries.
Reservations Agent Resume Samples
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6-10 years of experience
Processed 150-200 incoming calls per day in an ACD call center environment
- Managed and prepared daily reservations report to be forwarded to Midway Airport
- Maintained daily scheduled service through SCR medical transportation for travelers needing special assistance
- Accurately entered driver pay manifests for the accounting department ensuring payments were made on time and without error
6-10 years of experience
Promoted from Reservations Agent to Payroll Assistant as a result of displaying a great work ethic and perfecting all assigned job duties
- Managed 150-200 incoming calls per day in an ACD call center environment
- Generated and prepared daily reservations report to be forwarded to Midway Airport
- Maintained daily scheduled service thru SCR medical transportation for special needs travelers
- Entered drivers pay manifests for the accounting department
0-5 years of experience
Performed a variety of services including registering arriving guests, assigning rooms and checking out guests
- Responded to guest inquiries about hotel services, checkout times, the local community and other matters of public interest
- Interfaced routinely with members of housekeeping and maintenance staffs
- Maintained a professional appearance and attitude as the first line of positive customer service
- Resolved guest concerns or complaints in a timely, courteous and professional manner
- Balanced end-of-day shift reports
- Initiated and organized reservations billing while appropriately handling cancellations
0-5 years of experience
Handling incoming calls from travel agents and direct customers in an appropriate & professional manner.
- Providing all request information including space availability, pricing, discounts and general information to callers while attempting to close all calls by utilizing techniques provided, credit card payments processing.
- Team Leader, supervised the team on a daily basis.
- Convincing customers to take cruise, by giving them many options of choosing and helping with decisions making.
- Scheduling employees on a weekly basis, discipline and making sure their show up on time.
0-5 years of experience
Provided outstanding first impression of [company name] through professional presentation of information to potential guests concerning rates, availability of rooms, description of facilities and services and information about area attractions
- Promptly answered reservation inquiries via telephone, fax, voicemail and/or email in a friendly and professional manner
- Analyzed data to determine availability and rates
- Entered reservations into the property management system both completely and accurately
- Utilized proper selling techniques and strategies to maximize budgeted room occupancy and ancillary revenue goals
- Produced and sent letters of confirmation and other well-written correspondence
- Obtained and transmitted accurate information for each reservation
- Gave detailed information as needed to callers regarding rates, packages and all aspects of the resort
- Sold, made and processed gift certificates
0-5 years of experience
- Provided prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information while maximizing conversion of reservation calls for 4 properties.
- Created positive effective selling environment and accommodated special guest requests.
- Assisted revenue director with generating forecasting reports and communication with local government.
0-5 years of experience
- Answered inquiries about the 2400 acre resort, which rents approximately 1,200 varying units and has four golf courses, 15 tennis courts, a shopping and dining village, 20+ pools, a 93 slip marina, several conference centers, and much more
- Initiated correspondence with Google’s Map division to accurately define and correct inaccurate GPS locations for the organization; ongoing
- Reported company web site inaccuracies, inconsistencies, and provided feedback
- Highest web chat conversion and revenue in 2011
- $550,000+ in recorded social sales / $900,000+ in revenue / $65,000+ in web chat sales for 2011
- Received regular recognition for exceptional guest reviews and contributions to the department
- Cooperated as a team member of the reservations department
- Initiated and received phone calls (approximately 7,161 calls in 2011), as well as other forms of communication (web inquires, web chats, e-mail, etc.), to plan and make guests’ reservations for the resort
- Ensured reservation accuracy, consistency, and posting in our PAR Springer Miller Systems database
0-5 years of experience
Collaborated with Navis Reservations to book new reservations
- Answered phones in order to make changes to or cancel existing reservations
- Created Navis Leads as future guest profiles with all of guest information for contact purposes
- Returned voicemails in a timely manner to ensure all questions and concerns were addressed
- Created group reservations blocking up to 15-30 rooms for group utilization
0-5 years of experience
Responsible for the selling and up-selling of hotel rooms
- Provided excellent guest service by addressing guest complaints and questions courteously and efficiently
- Forecasted, tracked, and maintained room inventory levels
- Represented the hotel to individual guests, corporate and group customers
0-5 years of experience
Made and confirmed reservations by phone and fax
- Resolved customer concerns with professionalism and sensitivity
- Coached new employees in customer-service processes and company policies
- Assisted Front Desk personnel in regards to reservations
0-5 years of experience
Schedule customer leisure travels to Hawaii, Mexico, Caribbean, and South Pacific
- Answer frequently asked questions and facilitate other information as needed pertaining to travel packages
- Provide excellent customer service in all customer contact situations
- Handle all inbound telephone and email inquiries in a friendly and helpful manner
- Sold over $1.5 million in sales since January 1, 2014
0-5 years of experience
Responsible for making professional, accurate, and cost-effective travel arrangements for [company name]’ clients
- Meet individual and departmental goals with regard to customer service, sales, phone stats and productivity
- Service all calls according to quality assurance performance criteria as outlined on monitoring form
- Special projects as assigned, Travel as required, complete a multitude of tasks and prioritize workload efficiently.
0-5 years of experience
Communicates in a positive manner via phone, email, and in person with potential customers, travel agents and tour operators
- Responsible for selling hotel and marine products to meet customer needs
- Documents sales using reservations systems, processes payments, and accounts for inventory sold
- Ensures customers are sent necessary product and reservation documents in a timely manner
- Works with supervisors/managers to effectively resolve customer complaints and issues
- Performs other duties as are appropriate and as assigned
0-5 years of experience
Made, changed, cancelled and confirmed reservations for rooms/suites and special accommodations via phones and email – from direct guest, third party, FIT’s, and groups.
- Answered inquiries regarding information about the hotel and hotel amenities, rates (also, promotional and discounted) special accommodations, procedures and policies.
- Support the Sales team (which includes; Catering Sales Managers/Convention Sales Managers) in opening new accounts for Events and Conventions.
- Arranged routing and assured billing set up for group, FIT’s, and third party reservations.
- Managed and Entered BEO’s, Convention Resumes and Rooming List.
0-5 years of experience
Manual enters all reservations, including third parties reservations from various channels.
- Assisting the Reservations Manager with weekly forecast and rates reports when needed.
- Coordinate all reservations, and guest services between Sales and Operations Department.
- Monitor and establish rate and inventory strategies for all distribution channels to ensure proper hotel mix.
- Maintain reservations database and systems.
- Ensure all reservations from various channels gets distribute to hotel’s PMS accordingly.
- Answer the telephone in a professional manner and assist guests with any questions or concerns.
0-5 years of experience
Key point of contact for inquiries regarding reservations, rate information, and availability for boutique hotel
- Provided general office support including telephone support, and data based management
- Provided excellent customer service through effective communication with all types of customers and vendors in order to insure a completely satisfying experience for clientele
- Resolve customer grievances and create a follow-up log for various issues and complaints
0-5 years of experience
- Manually entered reservations for both individual guests and 3rd party agents.
- Managed reservations for pre buy agencies such as Tourico, Hotelbeds, and Team America
- Monitored daily arrival reports to ensure accuracy of reservation, third party AR routing and verified any duplicate reservations
- Charged guests credit cards prior to arrival
- Handled confidential information, including guest records, with a high degree of integrity
- Maintained accurate records including cash flows, registration cards, and property walks
- Promptly and effectively dealt with guest requests and complaints
0-5 years of experience
Answer incoming calls within 3 rings with appropriate greeting and assist with reservations, confirmations, room need requests, and questions.
- Explain resort products, service and other information about the resort as requested.
- Process, enter and confirm room reservations.
- Maintain knowledge of current resort events, activities, and hours of operation as well as dining options currently available.
- Assist guests with issues and complaints, with empathy and a focus on guest satisfaction.
0-5 years of experience
Served as the point of contact for online travel agencies such as Expedia and Orbitz
- Fielded phone calls and answered all inquiries from guests attempting to book a stay at the company’s resort
- Responsible for inputting detailed, complete, and accurate travel information each guest into resort’s database
- Worked with co-workers on ways to resolve problems to better serve the guest and/or improve productivity
6-10 years of experience
- Provide personal and attentive yet professional customer service
- Responsible for customer service, duties included answering customer queries, problem solving and providing detailed information
- Exceed standard (3:15-3:33) in handling customer inquires
- Airtran Care Team Member
- Mentored other crewmembers to help with personal and team statistics
- Assisted in airport operations during the holiday seasons
- Proficient in Microsoft Office: Word, Excel, PowerPoint
0-5 years of experience
Booking River/Ocean Cruises for Well-Traveled, High Wealth Individuals and Travel Agents
- Sales and service to clients educating them on complex itineraries and price offers
- Follow up outbound calls to overcome objections and complete booking process
- Coordinate travel for high-end customers in terms of hotels and air travel
- Provide service for existing clients including last minute booking modifications
- Educate travel agent partners on latest itineraries and overall product and processing
- Within top 5 of agents for monthly gross for four consecutive months
- Received personal recognition from partner travel agents multiple times
- Top two in receiving payment on initial sales call for four consecutive months
- Awarded top insurance sales for team in Sept. 2014
0-5 years of experience
Drive Revenue thru the selling and up selling of reservations, room types and additional items.
- Ensure all clients’ info is accurate and updated.
- Operate multiple computer applications accurately and effectively.
- Responsible for meeting a monthly revenue goal.
0-5 years of experience
- Amtrak Vacations specialist, utilizing Amtrak and Rail Via train services for complete vacation packages
- Primary customer relations representative for natural disasters and train disruptions
- Responsible for organization all transportation, accommodations, and activities in North American travel
- Consistently achieved top sales and high performance in-call to booking ratio
- Assisted with Product department as liaison for vendors signing contracts
- Excellent record with managers, clients, and staff
0-5 years of experience
Responsible for entering, modifying and cancelling reservations accurately into Agilysys Visual One Property Management Systems
- Assist front desk during busy times
- Interact with sales directors and coordinators on all conference bookings
- Work directly with corporate contacts on rooming lists to ensure accuracy and build professional relationships
- Train all new front desk hires on reservation procedures
- Keep up to date with knowledge on room rates, current reservation packages, room amenities, group bookings and local events
- Use exceptional customer service skills to guarantee customer satisfaction
- Awarded Employee of the Month for December 2012
0-5 years of experience
Answer incoming telephone calls in an appropriate, professional manner and respond to the caller’s needs.
- Provide all requested information including space availability, pricing, discounts, promotions, and general information to callers.
- Speak clearly and have a positive attitude on all situations when speaking to the guest.
- Book cruise, air, hotels and transfers, and process payments correctly.
- Close all calls by utilizing techniques provided in company training.
0-5 years of experience
Answered incoming calls within 3 rings with appropriate greeting
- Assisted with making reservations, giving confirmation numbers, room requests, and other questions
- Maintained knowledge of current hotel events, activities, hours of operations as well as dining options
- Entered group and airline rooming lists into the PMS system
0-5 years of experience
Manage and maintain group and transient room blocks in the system; process advance deposits
- Input group rooming lists and update changes received from Sales or group contact.
- Process all reservation requests, changes and cancellations received via phone, fax, email, internally and third parties
- Denoted special needs to ensure a smooth registration upon arrival at the front desk
- Promptly resolve guest complaints, ensuring guest satisfaction.
0-5 years of experience
- Booked Disney Vacation Packages in high volume call center
- Assisted guests with Hotel and Amusement park questions
- Achieved high ranking in all of the key areas of reservations quality criteria
0-5 years of experience
Confirmed same day and future reservations for resort guest and club members
- Assisted guest with decision making on dates and room types
- Confirmed room packages and special request
- Assisted in maintaining inventory and room rates
- Responsible for daily management reports
- Worked to assure a great overall guest experience
- Received certificate of Achievement for Professional, Courteous and “Outstanding” service
0-5 years of experience
Display a high level of integrity and professionalism at all times in dealing with guests, employees and outside contacts.
- Quote and be familiar with room and rate availability for current and future dates.
- Educate guests and assist them in planning their stay and following up when needed to ensure all of their needs are met
- Work directly with the sales team to input communiqués and other projects.
- Manage high volume of calls and respond to e-mails for reservations in rooms, dining, spa, golf.
- Book reservations for VIP clientele.
- Utilize the computer system in running daily reports and in blocking special requests.
- Maintain Forbes 5-Star and AAA 5-Diamond standards
- Proficient in using Opera, FrontTee, SpaSoft, Open Table, iHotelier, Seranata and GoConcierge.
0-5 years of experience
Assist customers via telephone with selection and reservation of the optimal vehicle for their needs.
- Manage sales and fleet goals.
- Provide customer service for four branches of the Fitzgerald Automotive Company.
- Receive and transfer calls for corporate offices, as well as local locations.
- File spare keys, as well as registration and other paperwork for the company’s fleet.
0-5 years of experience
Submit reservation requests received via telephone and email into Aleph Reservation system.
- Provide price quotes to customers for worldwide limousine services.
- Communicate with dispatchers in order to provide accurate arrival times to our customers.
- Document all customer comments or concerns to the service manager for follow-up.
- Update and maintain the Aleph database containing customer profiles
0-5 years of experience
Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
- Processes reservations from the sales office, other hotel departments, and travel agents.
- Knows the type of rooms available as well as their location and layout.
- Knows the selling status, rates, and benefits of all packages plans.
- Knows the credit policy of the hotel and how to code each reservation.
- Creates and maintains reservation records by date of arrival and alphabetical listing.
- Determines room rates based on the selling tactics of the hotel.
0-5 years of experience
Collaborating with internal and external customers to provide customer service through assessment and evaluation of customer satisfaction.
- Confer with customers to determine service requirements and travel preferences.
- Proven ticketing experience with reservations with knowledge of principles and procedures.
- Assisting customers to determine customer needs, present information, or explain available services.
- Re-issuing of tickets and informing clients of essential travel information such as travel times and transportation connection, flight cancellations, and rescheduling of flights.
- Active listening while persuading others to change their minds about additional available options
0-5 years of experience
- Greeting and checking in/checking out guests
- Ensuring that proper payment is received
- Making individual and group reservations
- Blocking specific rooms for groups, considering all 416 rooms and 10 different room types
- Handling guests needs and requests with a sense of urgency
- Answering multi-line phone in prompt and courteous manner
- Ensuring proper communication with all departments so that guests’ requests are met
0-5 years of experience
Answer telephone calls from Travel Agents, Passengers, and prospective passengers
- Making reservations and cancelations of the same
- Initiating refunds.
- Advise passengers on the best suitable routes fares and promotions.
- Act as a liaison between passengers and management.
- Take payments to confirm reservations.
- Calculate and collect additional monies for changes made to existing reservations.
0-5 years of experience
Assisting customers in obtaining reservations to desired locations around the country in various contracted location. Entering personal information and reservations data into the reservations system. Customer service for event contract, in which I was responsible for processing refunds for changed or cancelled events.
- Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers.
- Answer inquiries regarding information such as schedules, accommodations, procedures, and policies.
- Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
- Confer with customers to determine their service requirements and travel preferences.
- Promote particular destinations, tour packages, and other travel services.
- Provide customers with travel suggestions and information sources, such as guides, directories, brochures, and maps.
6-10 years of experience
- Receive over 60 calls daily
- Booking reservation, making adjustments to existing reservations (changing, canceling, updating)
- Create, adjust, update A-plus Rewards Accounts (frequent flyer program)
- Explain rules/polices of the company with customers
- Send and receive over 40 e-mails daily regarding any current and/or past reservations
- Provide solutions to complaints to restore customer’s confidence in the company
0-5 years of experience
- Provide answers to inquires by clients and advising them accordingly regarding bookings and reservations
- Assisting customer who encounter problems in obtaining bookings using the online site
- Providing more information about areas of interest in order to target more client
- Book reservations globally
- Email responses and inquiries regarding reservations
- Provide information regarding fare details, tours, scheduling and other information regarding online transactions
0-5 years of experience
Verifies, maintains and accommodates hotel reservation of other companies for international
clients
- Builds and preserves relationships with other hotels via phone and e-mail
- Verifies contracting policies
- Monitors, reviews and makes changes of reservations and billing
- In constant contact with accounting for billing purposes
6-10 years of experience
Provide information over the phone and e-mail concerning [company name] and Resort’s properties, including parks and hotels
- Communicate with prospective guests explaining packages, rates, promotions and area attractions
- Enter room and reservation data into computer system all while cross-selling other packages
- File and prepare information to be mailed to perspective and current clients
- Assist with interviewing and training new agents in the Reservations department
6-10 years of experience
Answer multi-line phone system to assist with the reservations queue, assist callers with questions and/or transfer callers to the appropriate area
- Quote rates and give accurate descriptions of rooms and suites
- Book reservations into LMS system for individual reservations, convention bookings, wedding bookings, small groups and internet companies.
- Initiate deposit refunds, set up proper billing accounts (i.e. sharewiths, room/tax/incidentals, direct/special billing)
- Input group rooming lists
- Change, cancel, and reconfirm existing reservations as necessary
- Up-sell premium rooms and suites whenever possible
0-5 years of experience
Booked daily reservations for passengers
- Documented daily interactions with passengers
- Received direct payment for passengers airline tickets
- Provided daily updates to passengers about flights
- Provided back office work to restore airline tickets
- Provided daily customer service skills
0-5 years of experience
Provide meeting planners and convention service managers’ one reservations point of contact.
- Handle all reservations aspects of a group, room block monitoring, rooming lists, reporting pick up.
- VIP and upgraded accommodations, client correspondence relating to reservations and other group reservation functions.
- Process guest reservations and up sell rooms.
0-5 years of experience
Confirming reservations for homes, condos and resorts
- Showcasing properties throughout Siesta Key, Longboat Key and Anna Maria Island
- Answering inquiries
- Addressing guest needs
- Handling basic clerical needs within the office: faxes, phone calls, and emails
- Relaying home and condo property issues with the correct maintenance staff
Reservation Agent Duties and Responsibilities
The type of company a Reservation Agent works for will greatly determine their duties and responsibilities. There are, however, several common primary duties nearly all Reservation Agents can expect to perform. A review of current job listings identified the following main responsibilities.
Make Reservations The main duty of a Reservation Agent is to assist customers with planning and booking reservations. This can mean booking a hotel room, a car rental, airplane tickets, a cruise package or tickets to a show. They may also help plan travel itineraries by suggesting local tourist attractions and places of interest. They then process payments and send the details and confirmation to the guest. When issues arise with reservations, the Reservation Agent is often contacted to sort out the issues.
Provide Customer Service Reservation Agents must be very knowledgeable on the services they are selling or promoting. Customers will often have questions throughout the booking process and the Reservation Agent is expected to answer them. If the question is not something the Reservation Agent knows or has immediate access to, it is their responsibility to obtain the answer and get back to the customer.
Sell Services and Product Selling services and products are also a key duty of Reservation Agents. They are often encouraged to upsell by offering their clients additional services or special packages. Hotels and cruises sell package deals; car rental facilities sell additional insurance packages and car upgrades; and airlines sell seats with additional legroom and services, just to name a few. Some jobs offer their Reservation Agents bonuses or perks for reaching monthly or quarterly goals, while others may place a minimum requirement for their Reservation Agents to meet.
Reservation Agent Skills
Reservation Agents must have impeccable customer service skills and be excellent communicators. They should also be detail-orientated and enjoy assisting others. In addition to these traits, employers look for applicants with the following skills. Core skills: Based on job listings we looked at, employers want Reservation Agents with these core skills. If you want to work as a Reservation Agent, focus on the following.
- Basic computer proficiency
- Data entry experience
- Working knowledge of office equipment, such as copiers, fax machines, and scanners
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your repertoire of skills and broaden your career options.
- Certified Travel Associate (CTA) or Certified Travel Counselor (CTC)
- Call center experience
- Experience in sales
- Fluency in two or more languages
Reservation Agent Resources
There are more resources available on the Web for those interested in becoming a Reservation Agent. We scoured the internet and found these links full of learning opportunities and the latest industry news. On the Web
The Travel Institute – Since 1964, The Travel Institute has been providing education and certifications to travel professionals. They offer national standard certifications that are recognized by the leaders in the industry.
AAA’s Travel Agent Training Center – AAA offers an online program for travel agent certification that can take as little as 5 weeks to complete or as long as 5 months depending on the amount of time you can devout to it. Reservation Agent Books
Reservation Agent (Passbook) – This book is geared towards preparing readers for Reservation Agent certification exams. Complete with useful examples and practice exams it is the perfect resource for those studying for Reservation Agent certifications. Industry Groups
American Society of Travel Agents – ASTA was founded in 1931 and today is the largest travel professional society. This trade association works to enhance the industry’s professional standing by ensuring members are educated and knowledgeable about the latest trends and best-practices.
Cruise Lines International Association – Founded in 1971, CLIA advocates for the education and promotion of the cruise industry and its workers. Reservation Agents working for a cruise line would benefit from the resources and knowledge of this organization.
Transportation Cover Letter Examples
Reservations Agent Resume FAQ.
What are the duties of a reservation agent?
Typical duties and responsibilities of reservation agents include:
- Planning and booking reservations, including hotel rooms, flights, rental cars and events.
- Recommending activities, restaurants and tourist attractions.
- Answering incoming calls and emails about reservations and itineraries.
- Upselling clients on services and travel packages.
- Quickly resolving issues customers may have when making reservations.
What are some of the most common skills a reservation agent requires?
Reservations use many different skills in the course of their workday. Here are some of the top skills — both hard and soft — we frequently see on reservation agent resumes:
- Customer service
- Time management
- Data entry
- Booking
- Written and verbal communication
- Scheduling software
- Attention to detail
- Multitasking
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
