Reservation Agent

IHG Hotels & Resorts; Qatar; Remote; QAR 70,000 - 100,000; Full time

Job summary

IHG Hotels & Resorts at voco Doha West Bay Suites is seeking a Reservations Sales Associate to drive room bookings through up-selling, manage inquiries by phone and email, and promote the hotel’s products and services. You will maintain product knowledge and prepare action plans to boost reservations and revenue.

Key duties include handling waitlists, processing amendments, recording reservations, producing sales and occupancy reports, and ensuring prompt response to enquiries while upholding

Qualifications

• Previous experience within a hotel reservations sales environment.
• Excellent communication and organizational skills.
• Knowledge of Opera PMS preferred.

Responsibilities

• Sell voco Doha West Bay Suites products and services using up-selling techniques.
• Promote the hotel’s products and services.
• Record and process reservations made by phone/email.
• Manage waitlist reservations when rooms are not available.
• Prepare reservation reports and monitor occupancy levels.

Skills

Sales experience

Reservations knowledge

Customer service

Communication skills

Organizational skills

Education

High school diploma

Tools

Opera PMS

MS Excel

MS PowerPoint

Job description

Your day to day

• Sell the voco® Doha West Bay Suites product 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 about voco® Doha West Bay Suites.
• Prepare and execute action plans which increase reservation sales and associated business
• Record and process reservations made by phone/email
• Offer waitlist reservations, if rooms are not available for the requested period.
• Process amendments to reservations such as extensions, early departures, etc
• Manage “no show” reservations by investigation and recording of same
• Maintain knowledge of special rates/ offers/ promotions
• Monitor reservation levels and inform Managers of current and future occupancy rates
• Prepare reports as requested
• Prepare reservation sales reports
• Ensure that all correspondence relating to room enquiries is actioned promptly and efficiently.
• Keep the Revenue Head informed of any complaints and unusual matters of significance.
• To maintain professional business confidentiality.
• To conduct yourself in a professional manner at all times and maintain high grooming standards.

What we need from you

RESPONSIBLE BUSINESS

• Record special billing arrangements for groups and conventions
• Liaise with Operations Manager or Finance Manager for all reservations requiring credit approval in accordance with the hotel's credit policy.
• Preparation of quotes, communications, database input and filing.
• Have working knowledge of budget targets and develop strategies to achieve set targets.
• Develop methods and initiatives to increase departmental revenue within the sales team.

What we need from you

GENERAL

• Communicate effectively with all other departments.
• Attend meetings, training sessions and any other required meeting or training session.
• Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.
• Maintain a good working relationship with the staff and colleagues throughout the hotel and sister properties
• Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.
• All client requests are followed up on and responded to within 24 hours
• Assigned projects are completed within designated timeframes
• Efficient communication platform is consistently maintained
• Comply with and ensure adherence to all of the hotel’s policies and procedures
• Comply with all occupational health and safety policies and procedures
• Maintains a professional and organized work environment
• Reports, presentations and other administrative duties are consistently on a high standard; and free of errors and omissions.

PERSONAL CHARACTERISTICS

Education

• Higher School Certificate / Year 12 (or equivalent)

Experience

• Previous experience within a hotel reservations sales environment

Technical

• Competent Word, Excel, PowerPoint and software packages
• Competent Oral and Written Communication Skills
• Strong organizational and work coordinating skills to handle multiple assignments and projects
• Knowledge of hotel PMS (Opera)

Personal Attributes

• ‘Can do’ attitude and a high level of energy
• Professionally groomed
• Able to work under pressure

Adaptable to change