As Reservations Agent, you are expected to :
- Maintain effective office administrative procedures.
- Adhere to all Standard Operating Procedures.
- Take personal responsibility for driving upselling and achieving set revenue targets by months.
- Be fully aware at all times of the Selling Strategy, rates, packages, groups, and booking status of the hotel.
- Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
- Handle daily trace / follow-up reports according to departmental requirements.
- Check expected arrivals 1, 3, and 7 days prior according to SOP and reconfirm bookings.
- Safeguard and detect double-bookings, non-guaranteed bookings, filing errors, and other inaccuracies.
- Understand and apply hotel policies for no-shows, cancellations, credit, and pre-payment policies.
- Stay up to date with current information and data on the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
- Take personal responsibility for maximizing quality levels of product and service and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
- Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
Qualifications
- Three years' experience in hotel reservation and room divisions.
- At least one year of experience in the Front Office or Reservations department.
- Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
- Understand the dynamics of regional & local markets, local competitors, and events of the destination.