Reservations Agent-Night Shift

SALES RAIN BPO, INC.; Quezon City; On-site; PHP 335,000 - 580,000; Full time

Benefits offered by this job

HMO after 6 months

Dependent cover

Job summary

SALES RAIN BPO, INC. is seeking a Reservations Agent to manage calls for new and existing bookings, ensuring adherence to client guidelines and policies. The role focuses on converting enquiries, maximizing occupancy, and upselling hotel facilities.

The candidate should have experience in hotel reservations or central reservations, strong communication, and proficiency in MS Office; RMS Cloud experience is beneficial. Flexibility to work varied hours may be required.

Qualifications

• Experience in hotel reservations or central reservations is preferred.
• Excellent communication skills, both written and oral.
• Proficient in MS Office; RMS Cloud exposure is a plus.

Responsibilities

• Handle reservations calls and enquiries, ensuring adherence to client quality guidelines.
• Explain policies on credit cards, cancellations, parking, and check-in/out times.
• Aim to maximise occupancy and average rate; upsell services like parking, breakfast and transportation.

Skills

Customer service

Sales

Hospitality

Multitasking

Analytical skills

Tools

MS Word

Excel

RMS Cloud

Job description

Job Description:

KEY RESPONSIBILITIES:

Operations

• Handles reservations calls (new booking, existing booking, enquiries, etc.) ensuring utilisation of and adherence to the Quality guidelines as required by Clients.
• Ensure all guests are aware of operational policies – credit card, cancellations, car parking and check in/check out times, etc.
• Vigilant yield management - sell within rate ranges and ensure the highest rate achievable is sold. Sell peak rates at every available opportunity. Sell from the highest room category down on every enquiry.
• Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities.
• Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.
• Sell all rooms at a rate that maximises owner returns and management commission and upsell property facilities (parking, breakfast, transportation arrangements, etc.
• Monitor all parked reservations in RMS for assigned property – shuffle the reservations chart & allocate rooms where possible + hold rooms where necessary.
• Track sales promotions/advertising as required & advised.
• Ensure all marketing information (source, region, market and origin fields) is entered correctly to ensure the effective tracking and reporting of the information required.
• Send daily / weekly report to your manager of all statistical information as required in the policies and procedures.
• Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.
• Carry out any additional duties as required by the Floor Manager, Revenue Manager or Chief Commercial Officer.
• Enter confirmed reservations into RMS, ensuring all Guest Information & Data Fields are accurate.

Communication

• Ensure that communication with customers, employees and others is honest, open and professional.
• Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.
• Foster a harmonious relationship between properties and the Central Reservations Office.
• Notify the Floor Manager, Revenue Manager, Chief Commercial Officer of any issues immediately as they arise and provide appropriate solutions.

QUALIFICATION REQUIREMENTS

Work Experience

Hotel Reservations or Central Reservation Experience Required. Customer Service, Sales or Hospitality experience preferred.

Specific Technical Skills

• Good Knowledgeable Computer applications.
• Proficiency with MS Office applications (i.e. MS Word, Excel) and other hotel Property Management Systems. RMS Cloud experience is beneficial but not essential.

Other Capabilities

• Excellent oral and written communication skills. Adaptive to changing work schedules and working hours. Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Efficient Multitasking ability.

Other Benefits

HMO coverage is provided after completing six months of employment, plus one free dependent.