Reservation Agent

Job Description

KEY DUTIES AND RESPONSIBILITIES

Please note that this list is not exhaustive. Anantara team members continually find new ways to serve the business, guests, and colleagues. The key responsibilities for this position include:

1. Assist in the effective operation of the Reservations department to meet the hotel's business goals.
2. Adhere to all Standard Operating Procedures.
3. Drive upselling efforts to achieve revenue targets.
4. Maintain awareness of the Selling Strategy, rates, packages, groups, and booking status.
5. Respond within 24 hours to all reservation requests and inquiries according to standards.
6. Handle daily trace/follow-up reports as required.
7. Check expected arrivals 1, 3, and 7 days prior and reconfirm bookings.
8. Maintain effective administrative procedures to prevent double-bookings, errors, and inaccuracies.
9. Understand and apply hotel policies regarding no-shows, cancellations, credit, and pre-payments.
10. Stay updated on hotel products, including room types, rates, facilities, food and beverage outlets, spa, and other services.
11. Maximize quality of service and guest satisfaction; monitor and follow up on guest issues promptly.
12. Ensure all guest requests are fulfilled, expectations met, and reservations honored.
13. Create a motivating environment within the department and across the hotel.
14. Understand the relationship between Sales, Group Sales, and Front Desk departments.
15. Be knowledgeable about local seasonality and events.
16. Proactively promote sister properties of Minor International.
17. Liaise with the Accounting Department regarding reservations, reports, operational issues, and commissions.
18. Assist local tour operators and travel agencies with reservations and inquiries.
19. Manage reservation details, payment methods, and respond to requests within hotel timelines.
20. Participate in hotel events, daily briefings, and training sessions to enhance professional skills.

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Qualifications

• Minimum 2 years' experience in a 5-star hotel or resort.
• Fluency in English; additional languages are a plus.
• Excellent communication and interpersonal skills.
• Strong attention to detail and multitasking ability.
• Customer service-oriented with a positive attitude.
• Flexible to work shifts, including weekends and holidays.
• Ability to work under pressure and meet sales targets.