Reservations Agent

To ensure all incoming reservation requests by emails and telephones are replied within the stipulated timeframe and must be adhered to the Brand Standards.

Duties and Responsibilities

• To have full and up-to-date knowledge of the hotel products and services.

• Attend to all incoming enquiries and requests by email, fax and telephones regarding reservations are replied as per the standards.

• Accommodate all guest requests in an accurate and efficient manner and ensure all reservation enquires are professionally handled.

• Accurately collect data in all the systems and maintain according to Company standards.

• Ensure all details including full address, telephone number and email address along with any preferences are updated on the individual profile.

• Promote and maintain good public relations and use every opportunity to maximize revenue by upselling, promoting hotel products and facilities etc.

• Ensure that all guarantee letters and rooming lists from Companies or Travel Agents without credit facilities are received and approved by the Reservations Manager prior to the guest’s arrival.

• Keep concerned departments informed about VIP guests and any other special requests.

• Ensure correct profiles are attached for guests, Tour Operators, DMC’s and Corporates to ensure quality of reservations data.

• Ensure that the correct market and source codes are linked to the rate code used.

• Organize visa requests for hotel guests as and when it is requested.

• Print and reconcile trace reports on a daily basis.

• Print and action No Shows on daily basis.

• Ensure cancellation report is printed daily and any cancellations are charged as per the policy.

• Update company profiles with the correct corporate rates & rate codes.

• Ensure all FAM Trip / Complimentary rooms are booked as per standard outlined.

• Follow up on non-guaranteed / tentative bookings.

• Responsible for the correct filing of all correspondence.

• Review all expected arrivals seven days prior to the arrival date.

• Maximize room revenue through the conversion of telephone calls into sales.

• Utilize effective upselling techniques as per the prescribed guidelines.

• Be fully familiar with all market segments and rate plans used across all distribution channels.

• Achieve targeted goals in the Hotel Mystery Shopping Program.

• Maintain accuracy and cleanliness of the Property Management System database.

• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction.

• Ensure confirmation numbers / letters are sent to all respective reservations.

• Complete understanding and effective execution of current systems and tools, including Protel.

• Understand the hotel's policy on guaranteed reservations and no-shows.

• Understand the deposit conditions and credit policy of the hotel.

• Promotes goodwill by beings courteous, friendly, and helpful to guests, colleagues and all other key stake holders.

• Support the Reservations Team Leader, Manager and/or Revenue Management Team with special projects as and when required