Reservation Agent
7 months ago
Reservations Agent will be responsible for the entire reservation process by providing prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction.
**Key Duties and Responsibilities**:
- Processes and confirms guest room reservations made by clients.
- Follows procedures to process all room reservations, rates, confirmations and hotel facilities.
- Maintains established filling system for all correspondence and collates reports as required.
- Speaks with guests using clear and professional language.
- Ensures that reservation requests are answered accurately within 24hours of timeframe.
- Anticipates and addresses guests’ service needs.
- Processes amendments to reservations such as extensions, early departures, etc. based on availability and strategies.
- Explains guarantee, special rate and cancellation policies to callers.
- Identifies guest reservation needs and determine appropriate room type after verifying availability of room type and rate.
- Ensures that revenue is maximized by up-selling guest rooms and recommending hotel facilities.
- Communicates reservation information to the Front Office Department.
- Processes cancellations and modifications and promptly relays the information to the front desk.
- Tracks future room availabilities on the basis of reservations.
- Knowledgeable to use the hotel software for reservations (e.g. Wishnet system).
- Works in harmony with other team members in the hotel.
- Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
- Set up proper billing accounts (i.e. room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
- Should be well diverse with mystery calls script provided by the hotel based on the brand standards.
- Should be checking 24/48/72 hours of arrival check in order to have a smooth arrival of the guest and a hassle-free check in experience.
- Should maintain a proper track for all pre-paid bookings from Travel Agent and Corporate accounts and ensure that payment comes before the arrival of the guest.
- Should also be responsible for checking online commissions for all our digital online partners and submit to Revenue department for signatures and further processing of payments.
- Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
- Set up group room blocks in the system. Book group reservations against the room block.
- Monitor group cut-off dates and review with Sales or group contact.
- Review group resumes and convey all pertinent information in the system to appropriate personnel.
**Qualifications**:
- Ideally a minimum of 1 year working as a reservation agent in a branded hotel
- Proficiency computer literacy
- Knowledge of Wishnet system
- Ideally Certificate or Diploma in a hospitality field or business administration.
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