Reservations Agent

Handle customer calls inquiries pertaining to room reservations, with a focus on revenue maximization and quality.

KEY ROLES & RESPONSIBILITIES

• Understand the key principles of ACCOR S Pricing Strategies and Revenue Management
  • Retail, Corporate, Leisure, Group, Other
  • Rate Restrictions, hurdles and availabilities
• Maximise rooms revenue through the conversion of telephone calls into sales
  • Utilize effective upselling techniques
  • Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
• Be fluent on all hotel products and services
• Handle emails pertaining to rooms reservations
• Be fully conversant with all market segments and rate plans used across all distribution channels
  • Be flexible in sales technique through offering the right product to the right customer at the right time
• Handle customer queries and complaints relating to Rooms Reservations
• Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with ACCOR S Core Reservation Standards
  • Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
  • Ensure market segmentation is accurate for each reservation
  • Create hierarchies/relationships between Corporate Accounts
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
  • Complete understanding and effective execution of current and new RM tools. Includes Opera PMS.
  • Be involved in all property PMS Conversions
• Complete understand and effective use of the Hotel s telephone system
• Maintain the Reservation correspondence
• Support the Reservations Manager and/or Revenue Management leader with special projects as required.

PERSONAL ATTRIBUTES

• Ability to adapt to changing environment.
• Attention to Detail
• Ability to handle multiple tasks
• Ability to organize work flow

QUALIFICATIONS

• Degree/Diploma in Training and Development or Hotel Management
• Working knowledge of Opera, Microsoft Office.

EXPERIENCE

• Minimum 2 years experience in Hotel or Resort, as Reservations Agents.