Reservations Agent

MAIN DUTIES AND RESPONSIBILITIES:

1. Have a thorough knowledge of the entire hotel services and facilities.
2. Answer inquiries of room rates outlets and room locations.
3. To be totally familiar with all aspects of the reservation systems.
4. Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation.
5. Post advance deposits and keep accurate records of deposits.
6. Process rooming lists and group blocks and indicate special requests and billing procedures.
7. File and process reservations correspondence make certain all files are current and in order.
8. Have knowledge of Front desk Sales and Accounts departments and how they relate to the Reservations department.
9. Abide by the hotels policies and procedures.
10. Be familiar with changes in the rates and group enquiries.
11. Complete daily shift task list and aid others.
12. To be aware of inventory management and keep a constant check on the room types available throughout the day.
13. To have an understanding of departmental goals and projections for average rate and occupancy.
14. Accommodate and document special requests in an accurate and efficient manner.
15. Determine the most appropriate room type to meet guest requirements and maximize room rate.
16. Explain guarantee and cancellation policies to callers.
17. Describe room accommodations and benefit feature sale amenities to guests.
18. Use sales techniques when assisting guests in making reservations including personalizing calls obtaining complete guest needs suggesting alternate dates or directing guests to sister properties on sold out days.
19. Answer guest questions about property facilities/services (e.g. hours of operation room availability restricted dates rates and room types packages promotions entertainment restaurants special events).
20. Assign confirmation/cancellation numbers and clearly relay this information to callers giving them the option of emailing and/or faxing these numbers.
21. Identify guest reservation needs by asking open-ended questions to obtain all necessary information.
22. Follow upselling techniques and sales strategies in order to maximize property revenue.
23. Identify repeat guests using appropriate codes.
24. Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
25. Carry out any other reasonable task (which may not be stated here) as requested.
26. Assist in Task Force Teams for new openings.

HOW CAN YOU SUCCEED IN THIS ROLE

SINCERITY AND TRANSPARENCY

1. Be proactive and use good judgement when dealing with challenging situations.
2. Act with professionalism and integrity.
3. Be transparent in your motives methods and expected results.
4. Own mistakes and share your knowledge to prevent a repetition of the same error within your department or division.
5. Conduct business honestly & fairly.
6. Keep sensitive information confidential.

RELIABILITY AND LOYALITY

1. Follow through on commitments.
2. Work well both autonomously and within a team.
3. Display a positive approachable attitude.
4. Spend time getting to know your fellow employees and our guests.
5. Support each other; we all work within the same hotel and company.

EXCELENCE IN HOSPITALITY

1. Committed to quality.
2. Committed to exceptional financial results.
3. Be responsible for the bottom line.
4. Committed to the Rixos Policies & procedures Guide.

STRONG QUALITY MANAGEMENT AND INNOVATION CONCEPTS

1. Be committed to exceeding expectations.
2. Never settle for the status quo or mediocre work.
3. Continuously search for areas of improvement.
4. Provide positive constructive feedback.

Qualifications :

Minimum one year experience as Receptionist or Reservation Agent in a 5 star hotel and high school degree.

Additional Information :

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Fulltime