Reservations Agent - Russian Speaker

• Have a thorough knowledge of the entire hotel services and facilities
• Answer inquiries of room rates, outlets and room locations.
• To be totally familiar with all aspects of the reservation systems
• Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation
• Post advance deposits and keep accurate records of deposits.
• Process rooming lists and group blocks and indicate special requests and billing procedures
• File and process reservations correspondence, make certain all files are current and in order.
• Have knowledge of Front desk, Sales and Accounts departments and how they relate to the Reservations department.
• Abide by the hotels policies and procedures
• Be familiar with changes in the rates and group enquiries
• Complete daily shift task list and aid others
• To be aware of inventory management and keep a constant check on the room types available throughout the day
• To have an understanding of departmental goals and projections for average rate and occupancy
• Accommodate and document special requests in an accurate and efficient manner.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests.
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information
• Follow "upselling" techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests using appropriate codes
• Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
• Carry out any other reasonable task (which may not be stated here) as requested.
• Assist in Task Force Teams for new openings.

HOW CAN YOU SUCCEED IN THIS ROLE?

SINCERITY AND TRANSPARENCY

• Be proactive and use good judgement when dealing with challenging situations
• Act with professionalism and integrity
• Be transparent in your motives, methods and expected results
• Own mistakes and share your knowledge to prevent a repetition of the same error within your department or division
• Conduct business honestly & fairly
• Keep sensitive information confidential

RELIABILITY AND LOYALTY

• Follow through on commitments
• Work well both autonomously and within a team
• Display a positive, approachable attitude
• Spend time getting to know your fellow employees and our guests
• Support each other; we all work within the same hotel and company
• Committed to quality
• Committed to exceptional financial results
• Be responsible for the bottom line
• Committed to the Rixos Policies & procedures Guide

STRONG QUALITY MANAGEMENT AND INNOVATION CONCEPTS

• Be committed to exceeding expectations
• Never settle for the status quo or mediocre work
• Continuously search for areas of improvement
• Provide positive, constructive feedback

Desired Candidate Profile

Qualifications

Minimum one year experience as Receptionist or Reservation Agent in a 5 star hotel and high school degree.