Reservations Agent

Company Description

Sofitel Al Hamra Beach Resort

Job Description

Responsibilities include:

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