Title: Reservations Agent
Reports to: Reservations Manager
Function
Working in the communication hub of the hotel, you will be the first port of call for all guest phone and digital enquiries and queries. Seamless service is the main communication point for the hotel and responsible for providing and co-ordinating quick response to requests and inquiries. From restaurant bookings to reservations, housekeeping requests to room service orders. Your knowledge and expertise of the hotel will shine through to provide a great guest experience.
Our Vision is being leaders in creating experiences and properties that escape the ordinary.
Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.
Our Goals
Growing revenue above market
Maximise assets
Business transformation
Our Values
Empowerment: We make it happen
Possibilities: We evolve and innovate
Community: We make the connection
Key Accountabilities
Your day-to-day
Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e- mail, messages, and how to interpret availability sources within the reservation systems
Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
Stay one step ahead of guests' needs – record and act on their preferences, and handle their messages, requests, questions and concerns
Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
Jump into other ad-hoc duties when your colleagues need your help
Log all guest complaints into duty logs, guest profile notes and ensure that management are aware of any existing or potential guest issues
Complete check-in and check-out guests from Property Management System Opera through the telephone.
Effectively manage FIT and group reservations, manage waitlist and "no show' reservations.
Effectively update PMS with any special requirements, early departures, extensions etc.
Focus on maintaining a high level of accuracy in both hotel reservations and guest requests. From restaurant bookings, guest amenity requests, room service orders and everything in between effective communication and attention to detail are paramount
Improve profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognition
Maintain knowledge of special rates/ offers/ promotions
Communicate effectively and maintain key interdepartmental relationships
In depth software knowledge including but not limited to Property Management System (Opera) and other systems
Regularly communicate with hotel team to build and maintain key relationships
What we need from you
Experience in a similar customer service role. Ideally working within a hotel or resort setting.
Communication skills – guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to
Fluency in English – extra language skills would be great, but not essential
Strong organisational skills, work within deadlines and prioritise effectively
Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers
Your problem solving skills will turn issues into opportunities so every guests leaves with great memories
Ability to work in a fast-paced environment and prioritise workload
Look smart – wear your uniform with pride and adhere to personal grooming and hygiene standards
Flexibility – night, weekend and holiday shifts are all part of the job