Reservation Agent

What do we expect from you?

Under the general guidance of the Reservation Supervisor or any other authorized by the management, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.

How your day looks like:

• Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy and providing an excellent standard of customer service.
• To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings.
• To be fully knowledgeable in the operation, functionality and standards required in using Opera and TARS System.
• To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue. team, whilst always attempting to gain the highest possible revenue advantage for the hotel
• To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards.
• To update any special requests and billing details in Opera.
• To provide polite and friendly response to all incoming telephone enquiries.
• To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible.
• To process all enquiries and reservation confirmations on the same day as receipt.
• To maintain accurate filing systems for all correspondence within the department
• To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities.
• To identify potential sales leads for the sales team to develop future accounts.
• To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets.
• To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude.
• To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Director of Revenue Management.

How do I deliver this?

• Tell it like it is- Authentic, honest, you mean it, sincere, true.
• Have fun and make friends – fun, energetic, whimsical, upbeat, “wink”, casual.
• I’ve got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows – thru, dependable.
• Play to win – Original, cutting edge, new, “outside the box”; open to new possibilities, different.
• Right here, right now – Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.

• Previous experience in a reservations or front desk role within the hospitality industry is preferred.
• Strong communication skills with a friendly and professional demeanour.
• Proficiency in using reservation systems and Microsoft Office Suite.
• Ability to work flexible hours, including weekends and holidays as needed.
• A passion for hospitality and delivering outstanding guest experiences.
• Demonstrated ability and passion to deliver exceptional guest service over the phone and face to face
• Exceptional organisational & time management skills