Reservation Agent

A reservations agent assists customers in booking reservations resorts. Your responsibilities are primarily customer service based, but you are also responsible for actually booking the reservation, and selling customers additional products or services.

Duties and Responsibilities:

• Understands and anticipates guest needs and requirements; intuitive understanding of individual preferences, adopting a proactive service orientation to address needs before they are expressed, and adapting communication skills to interpret verbal and non-verbal cues. The goal is to transform service interactions into personalized and memorable experiences, exceeding guest expectations.
• Provides an exceptional call experience to all callers by being informed, efficient and intuitive during the call process.
• Possess a sales-oriented attitude, maximizing sales, occupancy and room rates as well as upselling all aspects of the hotel. Strive towards direct booking conversion and minimize cost of sales.
• Knows the selling status, rates, and benefits of all packages plans and determines room rates based on the selling tactics of the hotel.
• Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments.
• Handles daily correspondence and responds to inquiries in a timely manner.
• Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation; Possess a complete knowledge of all rooms, hotel facilities and promotions as well as the local area and closest competitors
• Processes cancellations and modifications and promptly relays this information to the Front office when needed.
• Update OTA extranets on any modifications, cancellations, and no shows as applicable, to ensure accurate commission reconciliation.
• Understands the hotel's policy on guaranteed reservations and no-shows and ensures implementation.
• Tracks future room availability based on reservations.
• Monitors advances deposit requirements and communicates with Front Office.
• Ensures to conduct effective quality check on all reservations.
• Keeps record of all correspondence and makes sure that files are kept up to date.
• Maintains and modifies (where necessary) guest profile information to assist the entire hotel in providing exceptional guest recognition.
• Takes a proactive approach to daily reservation department activity, anticipating potential opportunities to improve the overall efficiency of the department.
• Complies with the departmental standards, objectives, and goals
• Maintains effective communication within the department and ensure that the Director of Revenue and Reservations is kept well informed of any problems/queries that have arisen.
• Attends any department training sessions and/or meetings required.
• Supports the hotel operation in times of high demand.
• Liaises with other departments to ensure good communication and offer support.
• Is fully conversant with the Outrigger Employee Handbook.
• Complies with all core and culture standards personally and within the department.
• Adheres to all health, safety, fire, and bomb procedures and processes.
• Drives the Outrigger values and philosophy.
• Interacts with employees and guests beyond giving and receiving instructions, emphasizing relationships with supervisors, managers, co-workers, and guests.
• Work closely and communicate effectively with the Front Office and Sales Team to ensure smooth workflow and enhanced guests’ experience
• Assists with setting positive relations both within reservations and other departments to resolve any issues efficiently, and appropriately, to always maintain the smooth running of the hotel operation
• Performs other duties as assigned, requested, or deemed necessary by Management.

• Experience:

• Previous experience in a similar capacity with a minimum of 1 year

   

  Skills & Knowledge:

  Fluent in written & spoken English

  Experience working with Opera PMS System

  Knowledge of OTAs and other hotel related systems an advantage

  Attention to details and able to prioritize tasks

  Strong communication skills

  Self – motivated and continuously strive to better his/ her skills and increase his/ her knowledge.

  Able to work with minimal supervision.

   

  Education or Qualification:

  Hold a minimum Higher School Certificate or alternate equivalent relevant qualification

   

  Requirements:

  Focused on providing consistently high standards of customer service.

  Recognizes that achieving exceptional guest service necessitates embodying values such as empathy, a customer-centric approach, and cultural sensitivity.