REQ12415 Agent, Reservations (Open)POSITION SUMMARY:The Agent, Reservations is tasked with ensuring guest expectations are met, attend to all incoming enquiries and requests by email, fax and telephones regarding reservations are replied as per the company standards. Maximize room revenue through the conversion of telephone calls into sales. Maintain accuracy and cleanliness of the Property Management System database.PRIMARY RESPONSIBILITIES:
Full and up-to-date knowledge of the hotel products and services
Attends to all incoming enquiries and requests by email, fax and telephones regarding reservations are replied as per the standards
Accommodates all guest requests in an accurate and efficient manner and ensure all reservation enquires are professionally handled
Accurately collects data in all the systems and maintain according to Company standards.
Promotes and maintain good public relations and use every opportunity to maximize revenue by upselling, promoting hotel products and facilities etc.
Ensures that all guarantee letters and rooming lists from Companies or Travel Agents without credit facilities are received and approved by the Reservations Manager prior to the guest’s arrival
Keeps concerned departments informed about VIP guests and any other special requests
Ensures correct profiles are attached for guests, Tour Operators, DMC’s and Corporates to ensure quality of reservations data. Ensure that the correct market and source codes are linked to the rate code used
Prints and reconciles trace reports on a daily basis. Print and action No Shows on daily basis
Update company profiles with the correct corporate rates & rate codes
Follows up on non-guaranteed / tentative bookings
Maximizes room revenue through the conversion of telephone calls into sales. Utilize effective upselling techniques as per the prescribed guidelines
Fully familiar with all market segments and rate plans used across all distribution channels
Maintains accuracy and cleanliness of the Property Management System database
Ensure confirmation numbers / letters are sent to all respective reservations
Promotes goodwill by beings courteous, friendly, and helpful to guests, colleagues and all other key stake holders
Supports the Reservations Team Leader, Manager and/or Revenue Management Team with special projects as and when required
QUALIFICATIONS:Experience
Minimum 3 years of experience in hotel reservations preferably in gaming or luxury Hotel
Proven experience in customer service, quality assurance or performance management practices would also be beneficial
Education
Degree Holder in hospitality field or equivalent professional training
Skills/Competencies
Ability to work efficiently in high demand, team oriented and fast paced environment
Possess an advanced knowledge of related computer-based hospitality applications
Adopts and implements new approaches and practices to meet changing circumstances
Excellent interpersonal and communication skills in English essential, other key foreign languages will be an added advantage
Achieves agreed objectives and accepts accountability for results
Customer focused with excellent telephone manners
Ability to disseminate product knowledge accurately and in a timely manner
Ability to be flexible with skills in a 24 hour, 7 day a week rotating roster
