Reservation Agent

• Handle enquiries for bookings via phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours) following hotel reservations policy.
• Answer all calls promptly, within 3 rings using specified greeting for hotel, in a courteous and efficient manner. Ensure that all relevant information is obtained.
• Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
• Assist in Front Office as required, especially with guest check in and check out during peak periods of activity.
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Revenue & Reservation Manager and Front Office Manager is informed of any guest feedback.

Desired Candidate Profile

• Experience in a similar reservations environment, alternatively, customer service experience is required, preferably in a Hotel environment.
• Strong knowledge of computer systems including Microsoft Office.
• Competent knowledge of OPERA Cloud preferred.
• Fluent orally & verbally in English, with other languages well regarded.
• Experience providing prompt and efficient service including upselling advantages.