Reservation Agent

SummaryJob Summary

·        To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets

·        To supervise, train & implement all safety policy & procedure as per laid down in the company emergency & continuity business plan

·        Promote the desired work culture around the core value of Alila Resort and the brand ethos

·        To sell and cross sell all resort facilities and service, such as participating actively in FIT marketing

·        To maintain good relations with local travel agents and other outside contacts

·        To have complete understanding of pricing strategy and sell accordingly

·        Communicate effectively within the organization at all levels using the most appropriate communication method for the matter concerned.

·        To wear the correct uniform, name badges at all the times

·        To be apart in the building of an efficient team of employee by taking and active interest in their welfare, safety and development

·        To provide a courteous and professional service at all times

·        To provide the necessary skills to perform their duties with the maximum efficiency

·        To provide the correct standards and method of service are maintained as stated in the department’s operation manual

·        To provide a complete understanding of and adhere to the hotel’s employee rules and regulations

·        To provide a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety

·        To plan the weekly operation Roster with coordination of front office supervisor.

·        Ensure accuracy of reservation information in OPMS

·        Drive and collect all the guest information while creating the reservation.

·        Review daily arrival report to ensure accuracy of data updated in the system.

·        To ensure all the calls and guest inquires answered in timely manner.

·        Implement and drive the company, department standard and policies.

·        Train and coach the team member on Reserve and Opera system.

·        Coordinate with front office for any special request.

·        Balance room inventory.  

·        Complete knowledge of World of Hyatt programs and benefits.

·        Knowledge on guest amenities program and process.

                        

 

Technical Expertise

1. Sell Alila Jabal Akhdar products and services using up-selling and suggestive selling techniques
2. Promote the Hotel’s (and Alila Hotels generally) products and services
3. Maintain a high level of product and service knowledge of the Resort.
4. Opera and Reserve full operational Knowledge
5. Receive process and confirmed room reservation made by/for client over the phone, personally, letter, fax, email and internet.
6. Process amendment to reservation such as extensions, early arrival & departure and etc
7. Accept wait list reservations
8. Manage “no show” reservations by investigation and follow up by same day
9. Record special billing arrangements for groups and conventions.
10. Update guest special request and preference in trance and special fields.
11. Select and update correct profile on each reservation
12. Update correct VIP code on each profile and ensure correct amenities code attached in the systems.
13. Monitor reservation levels and inform Managers of current and future occupancy rates
14. Maintain knowledge of special rates/ offers/ promotions and train the teams.
15. Prepare reports as requested (pick up report, etc.)
16. Attend daily room controlling meeting.
17. Attends to inquires, complaints and request regarding reservation.
18. Ensure all reservation papers have been properly filed according to the established procedures
19. Familiar with job description, policies and procedures and able to perform the duty whenever needed.
20. Perform any other tasks been assigned by your supervisor & managers.