JA Resorts & Hotels

Reservations Agent

Join JA Resorts & Hotels as they are looking for a 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