Reservation Agent

Hyatt Regency Calgary; Muscat; On-site; USD 12,000 - 18,000; Full time

Job summary

Un hôtel prestigieux recherche un Assistant Réservations pour gérer les demandes de réservation et fournir un service à la clientèle de haute qualité. Le candidat idéal aura des compétences avérées en vente et une connaissance approfondie des systèmes de réservation. Les responsabilités incluent la supervision d'une équipe et l'adhésion aux normes d'hygiène et de sécurité.

Benefits

Formations continues

Avantages sociaux

Qualifications

• Expérience en gestion de réservations et service à la clientèle.
• Connaissance des systèmes de réservation comme Opera et Reserve.
• Capacité à travailler en équipe et à former d'autres membres.

Responsibilities

• Enregistrer et traiter toutes les demandes de réservation.
• Former et superviser les membres de l'équipe.
• Maintenir des relations avec les agences de voyages locales et autres contacts.

Skills

Vente suggestive

Gestion des réservations

Communication efficace

Service à la clientèle

Connaissance des produits

Education

Diplôme en gestion hôtelière

Tools

Opera

Reserve

Job description

Organization - Alila Jabal Akhdar

Summary

Job Summary

• To record and process all reservation inquiries made by phone, fax, or email efficiently and accurately, converting them to sales where possible to meet hotel targets.
• To supervise, train, and implement all safety policies and procedures as per the company emergency and business continuity plan.
• Promote the desired work culture around the core values of Alila Resort and the brand ethos.
• To sell and cross-sell all resort facilities and services, such as participating actively in FIT marketing.
• Maintain good relations with local travel agents and other outside contacts.
• Have a complete understanding of the pricing strategy and sell accordingly.
• Communicate effectively within the organization at all levels using the most appropriate communication methods.
• Wear the correct uniform and name badges at all times.
• Participate in building an efficient team by taking an active interest in their welfare, safety, and development.
• Provide courteous and professional service at all times.
• Equip team members with the necessary skills to perform their duties efficiently.
• Maintain the standards and methods of service as stated in the department’s operation manual.
• Adhere to hotel employee rules, regulations, and policies related to fire, hygiene, health, and safety.
• Plan weekly operation rosters in coordination with the front office supervisor.
• Ensure accuracy of reservation information in OPMS.
• Drive and collect guest information while creating reservations.
• Review daily arrival reports to ensure data accuracy.
• Respond promptly to all calls and guest inquiries.
• Implement and uphold company and department standards and policies.
• Train and coach team members on Reserve and Opera systems.
• Coordinate with the front office for any special requests.
• Balance room inventory.
• Have complete knowledge of World of Hyatt programs and benefits.
• Understand guest amenities programs and processes.

Technical Expertise

• Sell Alila Jabal Akhdar products and services using up-selling and suggestive selling techniques.
• Promote the hotel’s products and services.
• Maintain a high level of product and service knowledge of the resort.
• Possess operational knowledge of Opera and Reserve systems.
• Handle reservations received via phone, letter, fax, email, or internet.
• Process reservation amendments such as extensions, early arrivals, and departures.
• Manage waitlist reservations.
• Handle no-show reservations through investigation and follow-up on the same day.
• Record special billing arrangements for groups and conventions.
• Update guest requests and preferences in the system.
• Select and update profiles for each reservation, ensuring VIP codes and amenities are correctly attached.
• Monitor reservation levels and inform management of occupancy rates.
• Maintain knowledge of special rates, offers, and promotions; train the team accordingly.
• Prepare reports as needed.
• Attend daily room controlling meetings.
• Handle inquiries, complaints, and requests regarding reservations.
• Ensure proper filing of reservation documents.
• Be familiar with job descriptions, policies, and procedures, and perform duties as needed.
• Perform any other tasks assigned by supervisors and managers.