Position Overview:
To deal and manage all individual and group reservation enquiries for the hotel in an efficient and professional manner, ensuring the highest rates are yielded and the business is converted.
Job Responsibilities:
- Understand and anticipate guest needs and requirements through intuitive understanding of individual preferences, adopting a proactive service orientation to address needs before they are expressed.
- Obtain payment information and run payments when required.
- Track future room availability based on reservations, and help develop forecasts for room revenue and occupancy.
- Be aware of all front office procedures and assist with reception duties when required
- Assist guests with additional requests such as transportation booking, travel itineraries, and giving directions where required.
- Possess a complete knowledge of all suites, hotel facilities and promotions as well as the local area and closest competitors.
- Respond to all communications from guests concerning reservations by all available sources, including but not limited to: emails, travel agencies, messaging, booking sites, referrals and phone.
- Process and audit the hotel rates to ensure proper room charges, cancellations and modifications, whilst ensuring the relevant information.
- Possess a sales-oriented attitude, maximizing sales, occupancy and room rates as well as upselling all aspects of the hotel.
- Support the commercial team with daily reporting.
- Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments. Ensuring an appropriate handover to different teams of all necessary booking details.
- Follow up with the booking engine and channel manager to ensure communication with the PMS is working properly.
- Rate and Promo set up on PMS and Booking Engine
Job Requirements:
- 3+ years of experience in the Hospitality industry, more than a year as a Reservation Agent, Travel Agent, or similar role.
- Working experience with office equipment.
- Tech-savvy and familiar with booking sites and software.
- Excellent people and problem-solving skills.
- Advanced, both written and verbal, English level.
- Exceptional customer service skills.
- Outstanding sales and negotiation skills.
- Ability to multitask efficiently.
- Traceable Project management or organizational skills.
- Knowledge in Opera and Travelclick (desirable not mandatory)
