About this role
Position : Reservations Agent
Department : Reservations
Reports to : Reservations Manager
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PURPOSE OF POSITION
To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners.
KEY ROLES & RESPONSIBILITIES
Respond to enquiries about hotel products and services by telephone, fax, email etcDetermine guest needs and quote the appropriate villa and rate as per requirementsAssist guests with international calls and directory queriesMonitor Bill call costsAdvise defects on switchboard equipment to ManagerAccurate input of booking information into the OPERA Reservation SystemCommunicate / upsell activities for leisure, corporate & wholesaler’s guestsUnderstand Group Bookings – including cut-off dates, blocking and booking policiesUnderstand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventoryHas full knowledge of hotel facilities and services to promote its products and servicesProcess amendments to reservations such as extensions, early departures, etc.Coordinate and communicate with all other departments to ensure a smooth operationMaintain knowledge of special rates/ offers/ promotionsType a variety of documents such as cover letters, daily pickup reportsFile and organize a variety of documents and maintain stationery and office supplies Perform duties and responsibilities in a confidential manner when applicableAdhere to the hotel’s occupational, health and safety policiesReport any equipment failures/problems & repair requests to Maintenance DepartmentTo participate in any training/development programs as recommended by ManagerReconcile OTA’s Extranet with OperaStrictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situationsMaintain detailed knowledge of the Hotel’s fire, life and safety systemPerform all the tasks asked by Reservations Manager or Revenue ManagerEnsure LQA & Forbes standard are followed & aim to achieve the scores & goals set by ManagementTimely Reporting of any operational issues to Reservation Supervisor to escalate to Reservation managerEnsure data accuracy across all bookings and guest profilesHandle VIP, repeat guests, and special requests with care and full ownershipCross-verify daily reservations across OTAs, GDS, direct channels, and contracted wholesale partners to ensure consistency and accuracyActively support upsell and overbooking strategies in coordination with RevenueAssist with daily, weekly, and monthly pickup and pace reportingMonitor booking trends and alert on unusual activityComply with GDPR and guest data privacy requirementsSupport with group blocks, rooming lists, and cut-offs in OperaParticipate in upselling initiatives and cross-training as needed
PERSONAL ATTRIBUTES
Written and verbal communication skills in EnglishAble to develop rapport with colleagues and management staffAbility to work cohesively with co-workers as part of a teamAbility to focus attention on guest needs, remaining calm and courteous at all timesAbility to promote positive relations with all hotel guests and patronsAble to exercise good judgment with difficult guestsUnderstanding and ability to work in a multi-cultural environment High School certificateDiploma from School for Tourism & Hotel Management is a plusMinimum 1 - 2 years experience preferably in guest services/tele-marketing/reservations.Familiarity with OPERA Cloud PMS and OTA extranetsExposure to revenue management practices and rate parityExperience in luxury or resort environments preferred