Reservations Agent

How does your working day look like

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Identify guest reservation needs and determine appropriate room type
• Verify availability of hotel, room type and room rate
• Explain guarantee, cancellation and no-show policies
• Answer questions about property facilities/services and rooms
• Follow sales techniques to maximize revenue by utilizing effective upselling technique
• Understand and support the revenue management strategies employed by Revenue Management such as rate types, rate Restrictions and availabilities
• Input data into the PMS reservation systems
• Indicate special room reservation types (e.g. complimentary rooms, employee discounts, business rate...etc.) by inputting the correct code and rate in the reservation system
• Be knowledgeable in the use of reservations system used in Accor, such as Opera Cloud, RESAweb and Synxis
• Actively enroll guests into Accor membership and Ennismore Disloyalty Program
• Support Reservation Supervisor and/or Asst. Revenue and Reservations Manager in achieving the department goals and special projects as required
• Responsible for effective implementation and compliance with company Reservation Standards
• Achieve targeted goals in Hotel audit calls.
• Maintain accuracy of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Merge profiles as necessary
• Ensure to meet the property standard in terms of accuracy of data and guest satisfaction
• Run daily reports, identify any special requests and check reports for accuracy, where required by the Reservation Supervisor and/or Asst. Revenue and Reservations Manager Review training records and relevant documents and ensure to acknowledge the training data
• Liaise daily with Reservation Supervisor and/or Asst. Revenue and Reservations Manager regarding business on the books and strategy for the day
• Convey customer feedback to assist the Sales and Revenue Team in pricing
• Assist coworkers, ensuring new joiners understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette as per call standard SOP
• Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors / Manager
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Protect the privacy and security of guests and coworkers.