Reservation Agent VA
A senior Reservation Agent handles your booking enquiries, reservations, changes and cancellations across phone, email and online channels, so rooms and seats are sold accurately, upsells are captured and guests arrive with the right booking.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Reservation Agent VA manages booking enquiries, reservations, changes and cancellations across phone, email, chat and online travel platforms. They can quote rates, update bookings, process payments, manage group reservations and respond to guest enquiries while following current pricing and cancellation policies. Outsource Teams provides top 1% vetted talent with travel and hospitality reservations experience, no lock-in contracts and a replacement guarantee, helping businesses keep bookings accurate and customer response times consistent.
Responsibilities
- Take reservation enquiries by phone, email, chat and OTA extranets and convert them into confirmed bookings.
- Enter and modify bookings accurately in the property management or reservation system, such as Opera, Cloudbeds, Mews, RMS or SiteMinder.
- Quote rates, packages and availability correctly and apply the current pricing and cancellation policies.
- Upsell room categories, packages and add-ons on every suitable enquiry.
- Process deposits, payments and refunds securely following PCI DSS requirements.
- Handle changes, cancellations, no-shows and overbookings according to policy and escalate exceptions.
- Manage group and corporate bookings, rooming lists and cut-off dates.
- Reply to guest messages and OTA enquiries within the agreed response time to protect review scores.
- Reconcile daily arrivals and report on conversion and pick-up.
Software & Tools
Requirements
- At least 5 years in hotel, resort, airline or travel reservations.
- Experience with a PMS or CRS such as Opera, Cloudbeds, Mews, RMS or Protel, and with channel managers and OTA extranets such as Booking.com and Expedia.
- Clear, friendly spoken and written English with a natural sales approach.
- Accurate data entry and a strong grasp of rate plans, restrictions and cancellation terms.
- Familiar with secure payment handling and PCI DSS practices.
- Comfortable working rotating shifts to cover the client's booking hours.
- Reliable high-speed internet and backup power, with a quiet workspace for calls.
Frequently Asked Questions
What types of bookings can they manage?
They can handle individual, group and corporate reservations, including new bookings, amendments, cancellations, no-shows and overbooking situations according to your policies.
Can they respond to enquiries from different channels?
Yes. They can manage enquiries through phone, email, chat and OTA extranets such as Booking.com and Expedia.
Can they help increase booking value?
Yes. They can upsell suitable room categories, packages and add-ons when responding to reservation enquiries.
What systems can they use?
They can work with Cloudbeds, SiteMinder, Opera PMS, Booking.com Extranet, Expedia Partner Central and Zendesk, as well as other reservation and property management systems.
How experienced are the candidates?
Candidates are expected to have at least five years of experience in hotel, resort, airline or travel reservations, including practical experience with reservation systems, channel managers and online travel platforms.
How much does it cost?
Rates are listed in USD at $5 per hour for entry-level talent, $7 per hour for intermediate and $9 per hour for senior talent. Both full-time and part-time options are available.
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