Reservation Agent
About the job
POSITION OVERVIEW
The Reservations Agent handles reservations accurately and to standard to ensure guest satisfaction throughout the life cycle of the guest.
RESPONSIBILITIES
• Satisfying guest needs and exceeding their expectations by projecting a positive hotel image through proper grooming, appropriate verbal communication, and taking responsibility for guest needs.
• Handling inbound/outbound reservation inquires including new, modifications, cancellations, and billing to describe advanced deposit payments and refunds as required.
• Inform Aman offices of upcoming bookings as needed, i.e., Private Office.
• Ensuring proper follow up to guest concerns and sharing and disseminating pertinent guest information to appropriate departments or managers.
• Call Compliance and Quality.
- Answering and guiding all phone calls in a friendly and prompt manner.
- Maintaining a measurable call score average of 90% or higher.
- Ensuring all forthcoming guest’s information is obtained and communicated during their initial conversation.
- Recording guest history and updating respective databases.
- Staying abreast of all resort offerings and aware of upsell opportunities.
• Becoming familiar and complying with all internal/external Amangiri policies and procedures.
• Keeping a clean and organized work area in addition to adhering to our grooming standards
QUALIFICATIONS
• Must be proficient with the use of Microsoft Word, Excel, the internet and very comfortable with email.
• Knowledge of Opera System is preferred.
• Two years of previous reservations or administrative experience is preferred.
• Must be familiar with working a full shift in an office environment.
• Must have demonstrated professional communication both on the phone and in person.
• Flexible schedule, including the ability to work evenings, weekends, and holidays as required.
The Reservations Agent handles reservations accurately and to standard to ensure guest satisfaction throughout the life cycle of the guest.
RESPONSIBILITIES
• Satisfying guest needs and exceeding their expectations by projecting a positive hotel image through proper grooming, appropriate verbal communication, and taking responsibility for guest needs.
• Handling inbound/outbound reservation inquires including new, modifications, cancellations, and billing to describe advanced deposit payments and refunds as required.
• Inform Aman offices of upcoming bookings as needed, i.e., Private Office.
• Ensuring proper follow up to guest concerns and sharing and disseminating pertinent guest information to appropriate departments or managers.
• Call Compliance and Quality.
- Answering and guiding all phone calls in a friendly and prompt manner.
- Maintaining a measurable call score average of 90% or higher.
- Ensuring all forthcoming guest’s information is obtained and communicated during their initial conversation.
- Recording guest history and updating respective databases.
- Staying abreast of all resort offerings and aware of upsell opportunities.
• Becoming familiar and complying with all internal/external Amangiri policies and procedures.
• Keeping a clean and organized work area in addition to adhering to our grooming standards
QUALIFICATIONS
• Must be proficient with the use of Microsoft Word, Excel, the internet and very comfortable with email.
• Knowledge of Opera System is preferred.
• Two years of previous reservations or administrative experience is preferred.
• Must be familiar with working a full shift in an office environment.
• Must have demonstrated professional communication both on the phone and in person.
• Flexible schedule, including the ability to work evenings, weekends, and holidays as required.
- Department: Reservations
