Cluster Reservation Agent

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees
always find new ways to look after the business, their guests, and their colleagues. Within this, the key
responsibilities for this position are:

• Assist in the effective operation of the Reservations department to meet the business goals of the hotel.
• Adhere to all Standard Operating Procedures.
• Take personal responsibility for driving upselling and achieving set revenue targets by months.
• Be fully aware at all times of the Selling Strategy, rates, packages, groups, and booking status of the hotel.
• Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
• Handle daily trace/follow-up reports according to departmental requirements.
• Check expected arrivals 1, 3, and 7 days prior according to SOP and reconfirm bookings.
• Maintain effective office administrative procedures within the department that will safeguard and detect double bookings, non-guaranteed bookings, filing errors, and other inaccuracies.
• Understand and apply hotel policies for no-shows, cancellation, credit, and prepayment policies.
• Stay up to date with current information and data of the hotel product including room types, rates, relative features and facilities, food and beverage outlets & promotions, spa and health club, and other services and facilities.
• Take personal responsibility for maximizing quality levels of product and service and guest satisfaction.
• Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Maintain a motivational working environment within the department and with other colleagues in the hotel.
• Understand how the Sales office, Group Sales Department, and Front Desk relate to the Reservation Department.
• Be knowledgeable about local seasonality and events.
• Proactively promote other sister properties of Minor International.
• Liaise with the Accounting Department regarding Reservation procedures, reports, operational problems, and payments of commission.
• Provide assistance and friendly gestures to local representatives of tour operators and travel agencies.
• Take, amend, and cancel reservation details as applicable, confirming the method of payment.
• Reply to every request for information within the timeline specified by the hotel.
• Attend hotel events, daily shift briefings, and training to improve professional skills.

Qualifications:

• Familiar with hotel operations, available technology (PMS & RMS), and all distribution channels.
• Understand the dynamics of regional & local markets, local competitors, and events of the destination.
• Luxury hotel experience is a must.
• Passion for excellent service.
• Excellent team player with great communication skills.
• The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort.

Additional Information:

Relocate to remote area.

Remote Work:

No

Employment Type:

Fulltime