Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

Job Description

To serve the needs of the business, our guests and our colleagues by coordinating all enquiries, booking and selling of the main product of the hotel – Rooms. Key objectives are to simultaneously maximise guest satisfaction and hotel revenue. The Reservation Agent's responsibilities include:

Handle incoming calls, emails, and online booking requests promptly and professionally, ensuring all guest information is accurately captured and recorded.Provide detailed information about room types, rates, packages, and hotel amenities to potential guests, showcasing the unique features of our property.Upsell room categories and additional services to maximise revenue whilst ensuring guest satisfaction.Process reservations efficiently using the hotel's booking system, adhering to all policies and procedures.Coordinate with other departments, such as Front Office and Housekeeping, to ensure special requests and requirements are communicated and fulfilled.Manage group bookings and corporate accounts, liaising with the sales team when necessary.Stay informed about current promotions, local events, and attractions to provide comprehensive information to guests.Handle cancellations and modifications professionally, ensuring all changes are accurately recorded in the system.Assist in maintaining the hotel's inventory and rate structure, reporting any discrepancies to management.Generate daily reports on bookings, revenue, and occupancy rates for management review.Participate in regular team meetings and training sessions to enhance product knowledge and customer service skills.Resolve guest complaints and concerns efficiently, escalating issues to management when appropriate.Maintain a clean and organised workspace, projecting a professional image at all times.

At Anantara, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect, and work hard together to deliver the highest quality of service to all. A positive attitude, in-depth knowledge of the hotel, and meticulous attention to detail are key requirements for Anantara Reservations Officers.

QualificationsMinimum 2 years' experience in a 5* hotel & resortFluency in English; additional language(s) a plusExcellent communication and interpersonal skillsProficiency in hotel reservation systems and Microsoft Office suiteStrong attention to detail and ability to multitaskCustomer service-oriented with a positive attitudeFlexibility to work in shifts, including weekends and holidaysKnowledge of local attractions and tourism offeringsAbility to work well under pressure and meet sales targets