Your Reservation Agent Quotes the Right Rate While You Welcome Guests
The AgentWorks Reservation Agent takes booking inquiries off your reservations team, the people who today answer the website chat, the phone, the email inbox and four OTA extranets at once. The Reservation Agent answers each inquiry, quotes the correct rate for the dates and the guest, and carries special requests into the property management system before the guest arrives.
What it takes off your plate
Ask a reservations manager what her afternoon looks like. A guest is on hold asking about a weekend package. Two emails ask about group rates. A website chat wants to know whether dogs are allowed. An OTA message asks about a crib. To quote correctly she has to cross-reference the seasonal tier, the package inclusions and the guest's loyalty status, all while someone waits on the line.
The inquiries that wait too long book elsewhere. And the special requests, the anniversary, the ground-floor room, the late arrival, often get noted in one system and never reach the front desk. The guest arrives expecting something nobody knew about. The cost is lost reservations and a first impression that starts on the wrong foot.
What the Reservation Agent does, step by step
The Reservation Agent starts with the guest's question, then does the booking work behind it.
- Answers the inquiry. Website chat, email, phone, text or an OTA message, the Reservation Agent replies on the channel the guest used, within minutes.
- Asks what matters. Dates, number of guests, the occasion, bed preference, whether they are travelling on a corporate account or hold a loyalty membership.
- Checks availability and rate. The agent looks up availability in the property management system and applies the right seasonal tier, loyalty rate or corporate account rate.
- Recommends the right package. Based on the guest's profile and the occasion, it suggests the fitting package, such as breakfast inclusion for a family or the spa package for an anniversary, and explains what is included.
- Books and confirms. When the guest accepts, the agent creates the reservation and sends a confirmation with the details, the cancellation terms and how to reach the property.
- Follows up on open quotes. A guest who asked but did not book gets a courteous follow-up with the quote still held, so the conversation does not simply end.
- Syncs special requests. The agent writes the anniversary note, the crib, the early check-in request into the reservation in the PMS, where the front desk and housekeeping will see them before arrival.
- Hands off what needs a person. Group blocks, contract negotiations with a corporate account, or a guest with a complaint go to the reservations manager with the conversation attached.
Where the work is recorded
Every inquiry, quote and follow-up lands on the guest's profile in the CRM your team already sees. When the guest calls back, whoever answers can pick up exactly where the agent left off, with the quote in front of them.
The reservation itself lives in the property management system, and OTA bookings stay in sync with the channels your property uses, such as Booking.com and Expedia.
What your reservations manager sees the next morning: overnight inquiries already answered, new reservations confirmed, open quotes with their follow-ups sent, and a short list of group and corporate inquiries waiting for her.
What your people do instead
With the Reservation Agent answering the routine inquiries, your reservations team spends its time on the conversations that deserve a person: the wedding party, the corporate account renewing its rate, the guest planning a milestone trip. Your front desk greets arrivals already knowing about the anniversary, and the room is ready the way the guest asked.
Housekeeping sets up the crib before the family walks in, and the late arrival finds a key waiting instead of a dark desk. That is the gracious part of hospitality, and it is the part your people do best.
For more on the reservation side of the house, read about the difference between booking and reservation for hotel yield and the online booking systems hospitality teams use.
One next step
The free Hospitality Industry Assessment reviews your reservations, guest services and housekeeping workflows and shows which one an agent should take first. To see the AgentWorks Reservation Agent with the other agents built for hotels, visit the hospitality industry page.
See where the Reservation Agent would start in your hospitality business.
I'm Maxwell, the Hospitality ambassador here. The free Industry Assessment reads your website and asks how calls, follow-ups and records happen today, then shows the first workflow worth handing to an agent like this one — and what your team gets back. Leave your email and I'll send the link.
Maxwell replies from hospitality@agentworksstudio.com. One email with the link — no list, no drip, unless you ask for the weekly letter. Or go straight there →