Job Expired
Job Description
Position Scope:
A Reservations Agent will exceed our guests’ expectations in planning and executing each stay with us while ensuring the best return value for the hotel. A Reservations Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come.
Responsibilities:
- Responds to enquiries about hotel products and services over the property management system (PMS), telephone, fax, email, etc.
- Determines guest’s needs and quotes the appropriate room and rate as per requirements.
- Books reservation with most accurate information to ensure exceeding guest’s expectations.
- Arranges accommodation, activity requirements for leisure, and corporate and wholesaler’s guests.
- Has a general understanding of Groups – including cut off dates, blocking and booking policies and procedures.
- Acts in accordance with the standards, conforms to the policies and procedures of Accor
- Possesses full command of MEWS and other related systems.
- High communication skills verbal and written. Perfect use of English
- Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
- Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
- Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
- Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
- Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
- Complies with all Brand and Property Standards as well as SOP’s for their role
- Promotes and practices all values of teamwork, mutual respect, integrity and empowerment among all co-workers.
- Other duties as assigned
Qualifications
Your experience and skills include:
Guest focused personality is essential
Additional Information
- Previous customer related experience required
- Previous Property Manager System experience preferred
- Computer experience at intermediate to advanced level is mandatory with knowledge of Windows 2000 (Excel, PowerPoint and Word, Access)
- Must be able to type 25 words per minute
- Strong interpersonal and problem solving abilities
- Highly responsible & reliable
- Ability to work well under pressure in a fast paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Good understanding of luxury market
- Minimum 2-3 years’ experience as Reservations Agent or Front Office Agent/Receptionist in a Hotel environment
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- This job has expired!
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