Reservation Agent

Summary

Job summary

• To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and convert to sales where possible to meet hotel targets
• To supervise, train and implement all safety policy and procedure as per laid down in the company emergency and 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 services, 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 and name badges at all times
• To be a part in the building of an efficient team of employees by taking an 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 maximum efficiency
• To provide the correct standards and method of service 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 inquiries are answered in a timely manner
• Implement and drive the company and department standards and policies
• Train and coach the team members on Reserve and Opera system
• Coordinate with front office for any special requests
• Balance room inventory
• Complete knowledge of World of Hyatt programs and benefits
• Knowledge on guest amenities program and process

Technical expertise

• Sell Alila Jabal Akhdar products and services using up-selling and suggestive selling techniques
• Promote the hotel's (and Alila Hotels generally) products and services
• Maintain a high level of product and service knowledge of the resort
• Opera and Reserve full operational knowledge
• Receive, process and confirm room reservations made by or for clients over the phone, personally, letter, fax, email and internet
• Process amendments to reservations such as extensions, early arrival and departure, etc.
• Accept waitlist reservations
• Manage no-show reservations by investigation and follow up on the same day
• Record special billing arrangements for groups and conventions
• Update guest special requests and preferences in transaction and special fields
• Select and update correct profile on each reservation
• Update correct VIP code on each profile and ensure correct amenities code attached in the systems
• Monitor reservation levels and inform managers of current and future occupancy rates
• Maintain knowledge of special rates, offers, promotions and train the teams
• Prepare reports as requested (pick up report, etc.)
• Attend daily room controlling meeting
• Attend to inquiries, complaints and requests regarding reservations
• Ensure all reservation papers have been properly filed according to the established procedures
• Familiar with job description, policies and procedures and able to perform the duty whenever needed
• Perform any other tasks assigned by your supervisor and managers