Reservations Clerk Onboarding Checklist

Reservations Clerk Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Reservations Clerk starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Hospitality onboarding experience or just need an onboarding checklist for your new Reservations Clerk, you’re in the right place. We’ve put together a sample Reservations Clerk onboarding checklist below and have created onboarding templates & resources to help.

Reservations Clerk Onboarding Checklist

1. Introduction to company policies and procedures: The reservations clerk should receive a comprehensive overview of the company’s policies and procedures, including reservation processes, cancellation policies, and customer service standards. This task is typically performed by the human resources department or a designated trainer.

2. Familiarization with reservation software: The reservations clerk should be trained on the company’s reservation software, learning how to navigate the system, make bookings, modify reservations, and handle any technical issues that may arise. This training is usually conducted by the IT department or a designated software trainer.

3. Understanding of room types and amenities: It is crucial for the reservations clerk to have a thorough understanding of the different room types available, along with their respective amenities and features. This knowledge will enable them to provide accurate information to customers and assist in making appropriate recommendations. The task of providing this information is typically performed by the reservations manager or a senior reservations clerk.

4. Familiarization with pricing and rate structures: The reservations clerk should be educated on the company’s pricing and rate structures, including seasonal rates, promotional offers, and any discounts or packages available. This knowledge will allow them to provide accurate pricing information to customers and assist in maximizing revenue. The reservations manager or revenue manager usually handles this task.

5. Training on customer service and communication skills: As a reservations clerk, effective communication and exceptional customer service are essential. Training sessions should be conducted to enhance these skills, including handling customer inquiries, resolving complaints, and maintaining a professional and friendly demeanor. This training is typically conducted by the reservations manager or a designated customer service trainer.

6. Understanding of reservation policies and procedures: The reservations clerk should be familiarized with the company’s reservation policies and procedures, including the process for handling no-shows, cancellations, and modifications. This knowledge will enable them to efficiently manage reservations and ensure a smooth booking experience for customers. The reservations manager or a senior reservations clerk typically provides this training.

7. Knowledge of local attractions and services: The reservations clerk should be provided with information about local attractions, restaurants, transportation options, and other services available to guests. This knowledge will enable them to provide recommendations and assist guests in planning their stay. The concierge or front desk staff usually provides this information.

8. Understanding of payment and billing procedures: The reservations clerk should receive training on the company’s payment and billing procedures, including how to process credit card payments, handle refunds, and generate invoices. This knowledge will ensure accurate financial transactions and efficient handling of guest payments. The accounting or finance department typically handles this training.

9. Familiarization with reporting and record-keeping: The reservations clerk should be trained on the company’s reporting and record-keeping processes, including how to generate reservation reports, maintain accurate guest records, and update the reservation system accordingly. This training is usually conducted by the reservations manager or a designated administrative staff member.

10. Introduction to cross-departmental collaboration: The reservations clerk should be introduced to other departments within the company, such as housekeeping, maintenance, and food and beverage, to understand how their roles intersect and collaborate to provide a seamless guest experience. This introduction is typically facilitated by the reservations manager or a designated departmental representative

Setting Up Your Employee Onboarding Process

From reading through the items in the example Reservations Clerk checklist above, you’ll now have an idea of how you can apply best practices to getting your new Reservations Clerk up to speed and working well in your Hospitality team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.