Reservations Agent

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QUALIFICATIONS AND JOB DESCRIPTION

RESERVATIONS AGENT

Handle customer calls inquiries pertaining to room reservations, with a focus on revenue maximization and quality.

KEY ROLES & RESPONSIBILITIES

• Understand the key principles of ACCOR’S & HYDE’s Pricing Strategies and Revenue Management.
• Retail, Corporate, Leisure, Group, Other.
• Rate Restrictions, hurdles and availabilities.
• Maximise rooms revenue through the conversion of telephone calls into sales.
• Utilize effective upselling techniques.
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel.
• Be fluent on all hotel products and services.
• Handle extranets and emails pertaining to rooms reservations.
• Be fully conversant with all market segments and rate plans used across all distribution channels.
• Be flexible in sales technique through offering the right product to the right customer at the right time.
• Handle customer queries and complaints relating to Rooms Reservations.
• Co-host dinners/special events with the Sales Team and be involved in client entertainment as required.
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies.
• Responsible for effective implementation and compliance with ACCOR’S & HYDE’s Core Reservation Standards.
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls.
• Maintain accuracy and cleanliness of the PMS Database.
• Ensure market segmentation is accurate for each reservation.
• Create hierarchies/relationships between Corporate Accounts.
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction.
• Complete understanding and effective execution of current and new RM tools. Includes Opera PMS/S&C.
• Be involved in all property PMS Conversions.
• Complete understand and effective use of the Hotel’s telephone system.
• Maintain the Reservation correspondence.
• Multi-property or cluster working if needed.
• Support the Revenue & Reservations Manager leader with special projects as required.

PERSONAL ATTRIBUTES

• Ability to adapt to changing environment.
• Attention to Detail.
• Ability to handle multiple tasks.
• Ability to organize work flow.

QUALIFICATIONS

• Degree/Diploma in Training and Development or Hotel Management.
• Working knowledge of Opera, Microsoft Office.

EXPERIENCE

• Minimum 2 years experience in Hotel or Resort, as Reservations Agents.
• Luxury hotel or resort background preferred.
• Understands the local culture and have worked in the region.