Reservation Agent

Alila Hotels; Muscat; On-site; OMR 2,500 - 10,000; Full time

Job summary

A leading hotel in Muscat, Alila Jabal Akhdar, is seeking a dedicated Reservation Supervisor to enhance guest experiences. This role involves processing reservations, supervising staff, and maintaining high service standards. Successful candidates will possess strong communication skills and operational knowledge of hotel management systems. Join our team to contribute positively to our guest's stays and enhance your career in hospitality.

Qualifications

• Experience in hotel reservations or guest services preferred.
• Strong knowledge of hotel services and facilities essential.
• Proficiency in using Opera and Reserve systems required.

Responsibilities

• Process all reservation inquiries through various channels.
• Train and supervise team members in best practices.
• Maintain guest relations and provide professional service.

Skills

Customer Service

Communication

Teamwork

Problem Solving

Education

Bachelor's degree in Hospitality Management or related field

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's emergency and business continuity plans.
• Promote the desired work culture based on the core values of Alila Resort and the brand ethos.
• To sell and cross-sell all resort facilities and services, actively participating in FIT marketing.
• Maintain good relations with local travel agents and other external contacts.
• Understand the pricing strategy thoroughly and sell accordingly.
• Communicate effectively within the organization at all levels using appropriate communication methods.
• Wear the correct uniform and name badge 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.
• Ensure team members have the necessary skills to perform their duties efficiently.
• Maintain standards and methods of service as stated in the department’s operation manual.
• Adhere to hotel policies regarding employee conduct, fire safety, hygiene, health, and safety.
• Plan the weekly operation roster in coordination with the front office supervisor.
• Ensure accuracy of reservation information in OPMS.
• Gather and record guest information during reservation creation.
• Review daily arrival reports to ensure data accuracy.
• Respond promptly to all calls and guest inquiries.
• Implement and uphold company and departmental standards and policies.
• Train and coach team members on Reserve and Opera systems.
• Coordinate with the front office for any special guest requests.
• Balance room inventory effectively.
• 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 and Alila Hotels' products and services.
• Maintain high product and service knowledge of the resort.
• Possess full operational knowledge of Opera and Reserve systems.
• Handle reservations made via phone, personal visits, letters, fax, email, and online platforms.
• Process reservation amendments, including extensions and early departures.
• Manage waitlist reservations effectively.
• 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 accurately in the system.
• Select and update profiles for each reservation.
• Ensure VIP codes and amenities are correctly attached to profiles.
• Monitor reservation levels and inform management of occupancy rates.
• Maintain knowledge of special rates, offers, and promotions; train the team accordingly.
• Prepare reports as required, such as pickup reports.
• Attend daily room controlling meetings.
• Address inquiries, complaints, and requests related to reservations.
• Ensure proper filing of reservation documents according to procedures.
• Familiarize with job descriptions, policies, and procedures, and perform duties as needed.
• Perform any additional tasks assigned by supervisors and managers.