Reservation Agent

Roles and Responsibilities

Job Description

How does your working day look like …

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Identify guest reservation needs and determine appropriate room type.
• Verify availability of hotel, room type and room rate.
• Explain guarantee, cancellation and no-show policies.
• Answer questions about property facilities/services and rooms.
• Follow sales techniques to maximize revenue by utilizing effective upselling technique.
• Understand and support the revenue management strategies employed by Revenue Management such as rate types, rate restrictions and availabilities.
• Input data into the PMS reservation systems.
• Indicate special room reservation types (e.g. complimentary rooms, employee discounts, business rate) by inputting the correct code and rate in the reservation system.
• Be knowledgeable in the use of reservations system used in Accor, such as Opera Cloud, RESAweb and Synxis.
• Actively enroll guests into Accor membership and Ennismore Disloyalty Program.
• Support Reservation Manager in achieving the department goals and special projects as required.

Qualifications

Your personality counts more than your CV …

• High school diploma or equivalent; degree in hospitality or related field preferred.
• Previous experience in customer service or reservations, preferably in the hospitality industry.
• Proficient in using reservation software and Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Additional Information

What’s in it for you …

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world.
• Benefit from great offers from our numerous cooperation partners.
• Be part of our hilarious staff parties and much more...

Desired Candidate Profile

• Managing Reservations

  • Booking Reservations: Accepting, confirming, and processing guest reservations via phone, email, or online booking platforms. This includes gathering necessary information such as dates, guest details, and special requests.
  • Availability and Rates Management: Ensuring that reservation systems are updated with the correct availability, pricing, and promotions for rooms or services.
  • Modifying and Cancelling Reservations: Making changes to existing bookings as requested by guests, such as date changes, room upgrades, or cancellations. Ensuring these modifications are reflected in the reservation system.

• Customer Interaction and Support

  • Answering Inquiries: Responding to potential guest inquiries about room types, rates, availability, policies, and hotel facilities.
  • Providing Information: Offering information about the property, services, amenities, and local attractions to help guests make informed decisions about their bookings.
  • Upselling and Cross-Selling: Promoting additional services such as room upgrades, dining packages, and special offers to enhance guest experience and increase revenue.

• Reservation System Management

  • Using Reservation Software: Accurately inputting and managing reservations in the hotel’s property management system (PMS) or other reservation software (e.g., Opera, Sabre, or Amadeus).
  • Ensuring Accuracy: Double-checking booking details, including dates, number of guests, room preferences, and payment information, to avoid mistakes or overbookings.
  • Handling Special Requests: Noting and communicating special requests (e.g., early check-in, late check-out, dietary needs) to other departments (e.g., housekeeping or front desk).

• Guest Communication

  • Confirmation and Follow-Up: Sending reservation confirmations and reminders to guests, either via email or text message. Ensuring guests receive all the information needed for a seamless arrival.
  • Pre-Arrival Communication: Engaging with guests before their arrival to answer any questions, confirm bookings, and offer any necessary information about the property or services.
  • Assisting with Special Requirements: Ensuring that guest preferences or requirements, such as bed type, accessibility needs, or celebratory requests, are clearly noted and communicated to relevant departments.

• Processing Payments and Handling Billing

  • Payment Processing: Taking payments for reservations, including deposits or full payments, via credit cards, bank transfers, or other payment methods.
  • Billing Information: Verifying billing details and ensuring that any charges related to the reservation are accurate, including room rates, taxes, or additional services.
  • Ensuring Payment Policies: Enforcing the company’s policies regarding deposits, cancellation fees, no-shows, and payment deadlines.

• Handling Cancellations and No-Shows

  • Managing Cancellations: Processing cancellation requests according to the company’s policies, issuing refunds if applicable, and ensuring that cancellation fees are appropriately applied.
  • Managing No-Shows: Following up with guests who fail to show up for their reservations, and ensuring that the appropriate charges are applied if needed.

• Record Keeping and Reporting

  • Reservation Records: Keeping accurate records of all reservations, cancellations, changes, and guest interactions for future reference.
  • Daily Reports: Preparing daily or weekly reservation reports for management, tracking occupancy levels, and providing insights on booking trends or revenue.
  • Data Entry and Accuracy: Ensuring that all guest and reservation information is accurately entered into the system, avoiding errors that could affect guest satisfaction.