Reservations Associate

8 hours ago


New York, New York, United States Hostelling International USA Full time
Job Title: Reservations Associate

We are seeking a highly skilled and customer-focused Reservations Associate to join our team at Hostelling International USA. As a key member of our reservations team, you will be responsible for providing exceptional customer service, processing reservations, and ensuring a seamless booking experience for our guests.

Key Responsibilities:
  • Receive and process reservation requests via phone, email, or online platforms
  • Assist customers in selecting the appropriate services based on their preferences and needs
  • Input reservation details into property management systems with precision
  • Handle inquiries, requests, and complaints efficiently and professionally
  • Manage guest emails and communications from Online Travel Agencies (OTAs)
  • Maintain confidentiality and security standards when handling sensitive customer information
  • Contribute to revenue optimization by reviewing daily arrivals, monitoring availability, upgrading or downgrading accommodations, and assigning beds as needed
  • Generate daily shift summary reports to document key information
  • Reconcile invoices from OTAs
  • Stay up to date on company policies, promotions, and offerings to provide accurate information
  • Collaborate with other departments to ensure smooth reservation processes
  • Provide front desk support as needed to cover breaks or additional staffing needs
Requirements:
  • High school diploma or GED required
  • Prior customer service experience required
  • Excellent communication and writing skills
  • Strong ability to handle conflicts, guest issues, or emergencies calmly and professionally
  • Ability to multi-task in a fast-paced environment
  • Computer literacy, including MS Office Word, Excel, and Outlook
  • Experience with property management systems or a strong ability to learn quickly
  • Ability to work both independently and as part of a team
  • Must be willing to work evenings, weekends, and holidays as required
  • First aid and CPR certification preferred (training can be provided)
What We Offer:
  • Competitive hourly rate
  • Flexible scheduling
  • Opportunities for growth and professional development
  • Free stays at other HI USA hostels (subject to availability)
  • Discounts on hundreds of brands
  • On-the-job training
  • Friendly and inclusive work environment

We are an equal opportunity employer and welcome applications from diverse candidates. If you are passionate about delivering exceptional customer service and working in a dynamic team environment, we encourage you to apply for this exciting opportunity.



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