Reservations Agent
1 week ago
Established in 2000 in Turkey, Rixos pioneers the 'ALL Inclusive, ALL Exclusive' concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.
Job DescriptionMAIN DUTIES AND RESPONSIBILITIES:
- Have a thorough knowledge of the entire hotel services and facilities.
- Answer inquiries of room rates, outlets, and room locations.
- Be totally familiar with all aspects of the reservation systems.
- Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation.
- Post advance deposits and keep accurate records of deposits.
- Process rooming lists and group blocks and indicate special requests and billing procedures.
- File and process reservations correspondence, ensuring all files are current and in order.
- Have knowledge of Front desk, Sales, and Accounts departments and how they relate to the Reservations department.
- Abide by the hotel's policies and procedures.
- Be familiar with changes in the rates and group inquiries.
- Complete daily shift task list and aid others.
- Be aware of inventory management and keep a constant check on room types available throughout the day.
- Have an understanding of departmental goals and projections for average rate and occupancy.
- Accommodate and document special requests in an accurate and efficient manner.
- Determine the most appropriate room type to meet guest requirements and maximize room rate.
- Explain guarantee and cancellation policies to callers.
- Describe room accommodations and benefit feature sale amenities to guests.
- Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates, or directing guests to sister properties on sold-out days.
- Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
- Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
- Identify guest reservation needs by asking open-ended questions to obtain all necessary information.
- Follow upselling techniques and sales strategies in order to maximize property revenue.
- Identify repeat guests using appropriate codes.
- Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
- Carry out any other reasonable task (which may not be stated here) as requested.
- Assist in Task Force Teams for new openings.
HOW CAN YOU SUCCEED IN THIS ROLE?
SINCERITY AND TRANSPARENCY
- Be proactive and use good judgement when dealing with challenging situations.
- Act with professionalism and integrity.
- Be transparent in your motives, methods, and expected results.
- Own mistakes and share your knowledge to prevent a repetition of the same error within your department or division.
- Conduct business honestly & fairly.
- Keep sensitive information confidential.
RELIABILITY AND LOYALTY
- Follow through on commitments.
- Work well both autonomously and within a team.
- Display a positive, approachable attitude.
- Spend time getting to know your fellow employees and our guests.
- Support each other; we all work within the same hotel and company.
- Committed to quality.
- Committed to exceptional financial results.
- Be responsible for the bottom line.
- Committed to the Rixos Policies & Procedures Guide.
STRONG QUALITY MANAGEMENT AND INNOVATION CONCEPTS
- Be committed to exceeding expectations.
- Never settle for the status quo or mediocre work.
- Continuously search for areas of improvement.
- Provide positive, constructive feedback.
Minimum one year experience as Receptionist or Reservation Agent in a 5-star hotel and high school degree.
Additional InformationOur commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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