Reservations Agent

Responsibilities

• Ensure that all message/email reservations are processed, and confirmation is sent within 2 hours (except overnight), using grammatically correct English free from spelling mistakes.
• Process room and/or outlet reservations requests received from sales team, agents and/or guests directly whether via email/messaging channels etc.
• Ensure a valid method of payment is in place for all reservations input into the property management system and alert the management team to any potential issues with payment in a timely fashion.
• Possess a thorough knowledge of the hotel product and services and use appropriate verbiage in their description.
• Possess a thorough knowledge of the different rates/packages/promotions offered by the hotel for rooms and restaurants including their terms and conditions.
• Enforce and adhere to the hotel/outlet cancellation policies and ensure any related charges are processed on the day incurred.
• File reservations correspondence as per the hotel standards and ensure the filing system is ordered and tidy.
• Possess a comprehensive knowledge of the Opera property management system and the relevant sections of the Synxis central reservation system.
• Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservations details in order to input reservations into the property management system and verify bookings as part of an arrival check.
• Conduct daily arrivals checks for future dates as outlined in the department’s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.
• Complete all tasks outlined on the relevant shift check list and sign off when all have been finished.
• Identify new corporate or new agents in contact with the hotel and pass to the Sales team as these represent potential business for the future.
• Have knowledge of the duties of all other departments within the hotel particularly those who frequently interact with the reservations team, specifically Guest Relations, F&B, Accounts and Sales.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Follow department SOPs and contribute to improvement of operations and/or guest satisfaction.
• Participate in familiarization trips and menu tasting as required.
• Understand the department goals and projections for rooms and outlets.
• Be aware and adhere strictly to all health & safety procedures.
• Maintain a neat and clean personal appearance and adhere to the hotel’s wardrobe and grooming standards.

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills

Work

• Ability to manage multiple tasks
• Ability to prioritize hotels’ individual needs assuring each receives a fair share of attention and time
• Partnership driven
• Respects and meets deadlines

People Management

• Contributes to a positive and respectful work environment.
• Communicates openly and professionally with colleagues and supervisors.
• Supports team success by sharing knowledge and collaborating effectively.
• Demonstrates initiative and openness to learning and applying new ideas.
• Actively engages in training opportunities and takes responsibility for ongoing professional development.