Reservations Agent

Company Description

Sofitel Al Hamra Beach Resort

Job Description

1. To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
2. To attract guests and enhance their loyalty, providing distinctive service through communication and sales skills, in order to improve the hotel's image and increase revenue.
3. To recognize potential clients and transmit information to the Sales Department.
4. To recognize VIP guests and apply the concerned policies.
5. To maintain a good commercial relationship with all bookers: guests, companies, and agencies.
6. To promote the Accor loyalty programs and hotel promotions.
7. To respect the privacy of guests and confidentiality of information.
8. To manage any guest complaint professionally, by owning it, resolving it to guest satisfaction, and recording it.
9. To report all guest comments or complaints.
10. To call the supervisor or manager for advice in serious cases or if approval is required.
11. To properly use telephone etiquette as per Sofitel standards.
12. To have perfect knowledge of room types and rate structure.
13. To ensure the accuracy of all booking information entered in the PMS.
14. To maintain accurate Guest History.
15. To have perfect knowledge of hotel configuration and products.
16. To achieve Quality Tools and Yield Management performance.
17. To know competitors and gather information about their activities and sales.
18. To provide updated reports and statistics to Management and other departments.
19. To follow up availability and rate charts on TARS and other booking systems/channels.
20. To maintain a database for ATACS follow-up.
21. To follow daily check-lists.
22. To fulfill administrative tasks and filing.
23. To properly use and maintain the reservation communication system (telephone, fax, e-mail).
24. To be aware of and follow emergency and security procedures.
25. To respect key handling procedures.
26. To respect Lost & Found procedures.
27. To read and update logbooks.
28. To maintain appropriate stock levels for the smooth running of reservations operations and initiate requisitions accordingly.
29. To maintain a clean and tidy working area at all times.
30. To be updated with the latest administrative, organizational, operational or other changes and news.
31. To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
32. To maintain an atmosphere of high morale and a happy working relationship among the team.
33. To respect schedules, terms, and deadlines as agreed with Management.
34. To attend a daily line-up briefing with the reservations team.
35. To support reception training in reservation techniques and procedures.
36. To carry out special projects according to assignments.