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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.
7 May 2024;
from:
kariyer.net