Reservations Agent
Responsibilities:
- Handle Reservations: Manage and process incoming calls, emails, and online booking requests, ensuring accurate entry of reservation details into the property management system.
- Customer Service: Deliver exceptional service by addressing guest inquiries, providing information about hotel amenities, rates, and availability, and resolving any booking-related issues or concerns.
- Modify and Cancel Reservations: Handle modifications and cancellations of existing reservations according to guest requests, adhering to hotel policies and procedures.
- Reports: Complete daily reports, including No Show, Cancellation, Arrival reports etc., ensuring accuracy and timely submission.
- Payments: Manage payments, including prepayments, no-show charges, cancellation fees etc., ensuring proper documentation and processing.
- Promote Hotel Services: Upsell and cross-sell additional services, such as special packages and room upgrades, to enhance guest experience and drive revenue.
- Maintain Records: Accurately record and update reservation data, including guest preferences and special requests, in the property management system.
- Collaboration: Coordinate with other hotel departments, such as Front Desk, Housekeeping etc., to communicate guest needs and ensure a smooth check-in and check-out process.
- Problem-Solving: Address and resolve booking-related issues or discrepancies efficiently, escalating complex problems to the appropriate department or management when necessary.
- Stay Informed: Stay updated on hotel policies, promotions, and local events to provide accurate and useful information to guests.
- Accountability: Ensure that all tasks and guest correspondence are completed promptly and accurately, maintaining a high standard of professionalism.
Requirements:
- Knowledge in Opera Cloud or Property Management System will be an advantage.
- Proficient in MS Office will be an advantage.
- Fluent in English; multilingual is strongly preferred.
- Team player but also able to work independently.
- Has good time management.
- Minimum 1 year of relevant experience in the hotel industry.
- Pre-opening experience will be an advantage.