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 servicesAttends to all incoming enquiries and requests by email, fax and telephones regarding reservations are replied as per the standardsAccommodates all guest requests in an accurate and efficient manner and ensure all reservation enquires are professionally handledAccurately 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 arrivalKeeps concerned departments informed about VIP guests and any other special requestsEnsures 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 usedPrints and reconciles trace reports on a daily basis. Print and action No Shows on daily basisUpdate company profiles with the correct corporate rates & rate codesFollows up on non-guaranteed / tentative bookingsMaximizes room revenue through the conversion of telephone calls into sales. Utilize effective upselling techniques as per the prescribed guidelinesFully familiar with all market segments and rate plans used across all distribution channelsMaintains accuracy and cleanliness of the Property Management System databaseEnsure confirmation numbers / letters are sent to all respective reservationsPromotes goodwill by beings courteous, friendly, and helpful to guests, colleagues and all other key stake holdersSupports 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 HotelProven 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 environmentPossess an advanced knowledge of related computer-based hospitality applicationsAdopts and implements new approaches and practices to meet changing circumstancesExcellent interpersonal and communication skills in English essential, other key foreign languages will be an added advantageAchieves agreed objectives and accepts accountability for resultsCustomer focused with excellent telephone mannersAbility to disseminate product knowledge accurately and in a timely mannerAbility to be flexible with skills in a 24 hour, 7 day a week rotating roster