Reservations Agent

Roles and Responsibilities

• Under the guidance and supervision of the Cluster Director of Revenue and within the limits of the established Accor policies and OSM (Operational Standards Manual), receive and handle all reservations, work with management, and strive to learn more each day. Show initiative to improve existing methods and refine established procedures. Participate in promotional and various marketing functions throughout the year. Work diligently to develop and maintain corporate clientele while maintaining good relations with supervisors, Department Heads, local authorities, and other key persons.
• Record and process all reservation inquiries made by phone, fax, or email efficiently and accurately, converting them to sales where possible to meet hotel targets. Promote the desired work culture around Integrity, Respect, Teamwork, and Service of Mövenpick Hotels and Resorts and its brand ethos.
  

Key Deliverables and Responsibilities

Planning & Organizing:

• Be aware of the hotel occupancy and average room rate today, month-to-date, and performance against budget requirements.
• Maximize hotel yield by upselling and suggestive selling as set out.
• Perform as per OSM Standards and in line with the Service Ingredients. Be fully aware of the hotel daily events for the day.
• Attend training classes as per schedule.
• Be aware of daily activities and have product knowledge of all hotel facilities to maximize upselling at all times.
• Have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops, and ballrooms. Be well informed about special functions and events held in the hotel on a daily basis.
  

Operations:

• Follow the grooming standards of the hotel to portray a professional image at all times.
• Show full cooperation and respect within the team and other departments.
• Be fully aware of the national history, places of interest, shopping areas, etc.
• Work diligently to develop and maintain relationships with corporate clientele to maximize revenue.
• Maintain professional confidentiality and never disclose any secrets pertaining to the company.
• Ensure that the product standards are followed as trained.
• Input and answer all written correspondence (fax & email) and telephone inquiries within 24 hours of being received.
• Ensure all reservations are correctly and accurately input into the opera system and maintained.
• Ensure that all reports are completed daily and filed for reference.
• Be aware of the hotel occupancy and average room rate today, month-to-date, and performance against budget requirements.
• Maximize hotel yield by upselling and suggestive selling in line with strategy.
• File all correspondence daily ready for handover to reception.
• Conduct a daily audit of tomorrow's arrival file to ensure accurate details are recorded in each reservation.
• Use guest names whenever appropriate.
• Thoroughly familiarize oneself with the hotel’s emergency procedures and be prepared for any emergency which may occur.
• Seek out potential corporate clients and give the lead to either the Reservations Manager or the Sales Department.
• Coordinate with Front Office and other departments regarding requests as required.
• Be familiar with all related company documentation, especially with the relevant Operational Standards Manual for the field of responsibility.
• Assist in Task Force Teams for new openings as requested.
• Understand and adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health, and Safety.

Desired Candidate Profile

• Ensure inputting and processing of all reservation requests to process the sales of rooms.
• Ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately.
  

Generic Aspects on Hygiene/Personal Safety/Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists' use.
• Be well familiar with the hotel's policies and procedures, well acquainted with the physical layout of the hotel and its premises, and knowledgeable of the hotel's emergency procedures regarding fire, medical, bomb threat, blackout, and evacuation.
• Know the safety regulations and ensure their application & ensure the safety of people and property in the hotel.
• Respect and ensure respect for the hotel's commitments to the 'Environment Charter' of Sustainability program (saving energy, recycling, sorting waste, etc.).
• Understand and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health, and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Do not disclose any financial information or any other information of the Accor Hotels.
  

The Role

• Under the guidance and supervision of the Assistant Reservations Manager and within the limits of the established Accor policies and OSM (Operational Standards Manual), receive and handle all reservations, work with management, and strive to learn more each day. Show initiative to improve existing methods and refine established procedures. Participate in promotional and various marketing functions throughout the year. Work diligently to develop and maintain corporate clientele while maintaining good relations with supervisors, Department Heads, local authorities, and other key persons.
• Record and process all reservation inquiries made by phone, fax, or email efficiently and accurately, converting them to sales where possible to meet hotel targets. Promote the desired work culture around Integrity, Respect, Teamwork, and Service of Mövenpick Hotels and Resorts and its brand ethos.
  

Planning & Organizing:

• Be aware of the hotel occupancy and average room rate today, month-to-date, and performance against budget requirements.
• Maximize hotel yield by upselling and suggestive selling as set out.
• Perform as per OSM Standards and in line with the Service Ingredients. Be fully aware of the hotel daily events for the day.
• Attend training classes as per schedule.
• Be aware of daily activities and have product knowledge of all hotel facilities to maximize upselling at all times.
• Have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops, and ballrooms. Be well informed about special functions and events held in the hotel on a daily basis.