Reservations Agent

Roles and responsibilities

Under the general guidance of the Reservations Manager or any other authorized by the management, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.

How Your Day Looks Like

• Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy, and providing an excellent standard of customer service
• To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings
• To be fully knowledgeable in the operation, functionality and standards required in using Opera and Delphi
• To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel
• To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards
• To update any special requests and billing details in Opera
• To give a polite and friendly response to all incoming telephone enquiries
• To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible
• To process all enquiries and reservation confirmations on the same day as receipt
• To maintain accurate filing systems for all correspondence within the department
• To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities
• To identify potential sales leads for the sales team to develop future accounts
• To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets

Desired candidate profile

At least 2 years' experience in Hotel Reservations
Fluent in English
Familiar with the hotel operations available systems (Opera) and all distribution channels.
To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible
To process all enquiries and reservation confirmations on the same day as receipt
To maintain accurate filing systems for all correspondence within the department
To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities
To identify potential sales leads for the sales team to develop future accounts
To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets
To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude
To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Regional Director of Revenue