Reservations Agent - Russian Speaker (Non-Management)

Four Seasons

Pubblicata

Reservations Agent - Russian Speaker (Non-Management)

Cosa comprende il lavoro

General

Is directly responsible for the day to day key processes in his/her area of work
Assists his/her supervisor/assistant in executing the day to day operational requirements
Assumes training responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model
Attends all scheduled training sessions, and ensure to reach goals setup by Supervisors and / or Assistant Manager,
Actively offers operational, employee and customer (internal and external) related feedback to management
Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
Adheres to the hotel's code of conduct and grooming & hygiene standards
Is seen as working hands-on, assists colleagues in crunch times; Walks the talk
Actively participates in briefings and departmental meetings
Maintains a clean and orderly work area and promotes a safe working environment
Performs any cognate duties as assigned
Flexibility to work to demands of the business

Departmental

Is highly knowledgeable on all hotel services and facilities including hours of operation, key hotel personnel, daily activities, special functions.
Process all reservation requests, changes and cancellations received by phone or email
Input and access data reservation in reservation system
Require to run daily opera reports
Identify guest reservation needs and determine appropriate room type
Continuously updates the "Show Me You know Me" database; shares information with operational departments to ensure a high quality arrival experience.
Updates and maintains guest history profiles as per standards
Monitor Online Travel Agencies (OTAs) and Online Tour Operators extranet (reservation functions) to ensure data accuracy
Assists the Supervisor, Assistant Reservation Manager in the preparation of reports including cancellation, no shows, and sources of reservations
Is Adept at handling multiple telephone calls at any given time
Follow sales techniques to maximize reservation upselling program
Reviews guest history where available and takes steps to ensure high quality guests experience
Reviews and verifies all WRO arrivals for appropriate profile
Ensures appropriate guest recognition in accordance with the hotel's programs and using sound discretion
Works closely with the Sales department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions etc.
Monitors quality of data entry by user and rectifies if required to ensure company standards are met
Maintains high levels of guest confidentiality and data privacy as per company guidelines
Report any equipment failures/problems & repair requests to Supervisors