Our client, in the Hospitality sector seeks to hire a Reservation Agent, who will be responsible for managing, handling, and processing hotel reservations for guests. The Job holder will provide superior customer service by accommodating guests and ensuring smooth check-ins and check-outs, while optimizing their hotel stay experience.
Key Responsibilities
Manage rooms’ inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source.
Ensure clients’ satisfaction and adherence to hotel’s service standards.
Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
Respect the privacy of the guests and the confidentiality of the information.
Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.
Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
Ensure all internal package breakdowns are loaded and in line with financial department.
Control no show and late cancellation charges.
Follow up on lost business and bring information about them to the knowledge of the department superiors.
Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
Spot-check reservations made the previous day and check all VIP arrivals.
Maintain all reservation standards.
Keep department informed of all changes in systems or procedures.
Monitor reservation pick-up for the coming months.
Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
Have good knowledge of the hotel configuration and products.
Provide updated reports and statistics to the Management and other departments.
Perform any other duties as assigned to him/her by management.
Skills, Knowledge and Expertise
Diploma in Front Officer/Hotel management or related field.
At least 3 years’ experience in a similar position in the Hospitality sector.
Strong interpersonal and communication skills with a focus on customer service.
Must be detail-oriented, organized and willing to go above and beyond to deliver service.
Knowledge of reservations systems and operating systems including Opera.
Ability to investigate systems malfunctions or user-input errors.
Ability to analyse data, make meaningful conclusions and base sound decisions and strategies.
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