Reservation Agent

Our client, in the Hospitality sector seeks to hire a Reservation Agent, who will be responsible for managing, handling, and processing hotel reservations for guests. The Job holder will provide superior customer service by accommodating guests and ensuring smooth check-ins and check-outs, while optimizing their hotel stay experience.

Key Responsibilities

·      Manage rooms’ inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source.

·      Ensure clients’ satisfaction and adherence to hotel’s service standards.

·      Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.

·      Respect the privacy of the guests and the confidentiality of the information.

·      Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.

·      Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.

·      Ensure all internal package breakdowns are loaded and in line with financial department.

·      Control no show and late cancellation charges.

·      Follow up on lost business and bring information about them to the knowledge of the department superiors.

·      Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).

·      Spot-check reservations made the previous day and check all VIP arrivals.

·      Maintain all reservation standards.

·      Keep department informed of all changes in systems or procedures.

·      Monitor reservation pick-up for the coming months.

·      Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.

·      Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.

·      Have good knowledge of the hotel configuration and products.

·      Provide updated reports and statistics to the Management and other departments.

·      Perform any other duties as assigned to him/her by management.

Skills, Knowledge and Expertise

·      Diploma in Front Officer/Hotel management or related field.

·      At least 3 years’ experience in a similar position in the Hospitality sector.

·      Strong interpersonal and communication skills with a focus on customer service.

·      Must be detail-oriented, organized and willing to go above and beyond to deliver service.

·      Knowledge of reservations systems and operating systems including Opera.

·      Ability to investigate systems malfunctions or user-input errors.

·      Ability to analyse data, make meaningful conclusions and base sound decisions and strategies.