Reservation Agent
Phú Quốc (Thành Phố Phú Quốc)
Job description
Job Description
· Identify reservation needs and determine appropriate room type
· Verify availability of room type and rate.
· Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests.
· Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue.
· Input all reservations into the computer, recording all pertinent information and attend to enquiries, complaints and requests regarding reservations
· Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
· Follow proper escalation procedures when addressing guest concerns.
· Process and confirm guest room reservations made by clients on the phone, letter or fax
· Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
· Show complete product knowledge, understand rate structure and apply rate management
· Maintain established filing system for all correspondence and collate reports as required by Reservation Manager or Supervisor
· Promote and maintain good public relations and endeavors to maximize business
· Maintain an accurate room status at all times
· Ensure all incoming calls are answered as per hotel standards; information received by fax is inputted and check constantly the incoming e-mails
· Develop and maintain positive working relationships with others.
· Comply with quality assurance expectations and standards.
· Perform other reasonable job duties as requested by Supervisors.
Qualifications
· Diploma education
· Minimum 1 year of experience in a similar capacity or preferably in the area of guest services/tele-marketing
· Excellent reading, writing and oral proficiency in English language
· Proficient in MS Excel, Word, & PowerPoint