Reservations Agent

Job description

Company Description

Mövenpick Hotels & Residences is in the “moments” business. We’re intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer-term partnership.

It doesn’t take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results. 

 

Job Description

The Role

·  Under the guidance and supervision of the Revenue & Reservations Manager and within the limits of the established Mövenpick Hotels policies and OSM (Operational Standards Manual), Receive and handle all reservations, work to and with management and strive to learn more each day. Works diligently to develop and maintain corporate clientele in performing these duties he shall at all times maintain good relations with his supervisor, the Department Heads and supervisors as well as with the local authorities and other key persons.
·  To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets. He / She promotes the desired work culture around Integrity, Respect, Team work and Service of Mövenpick Hotels and its brand ethos.

 

Key Deliverables and Responsibilities

 

Planning & Organizing:

·  To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
·  Perform as per OSM Standards and in line with the Service Ingredients. Be fully aware of the hotel daily events for the day.
·  Attend training classes as per schedule.
·  Is aware of the daily activities and has product knowledge of all the hotel facilities to maximise upselling at all times
·  To have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and ball rooms.  To be well informed about special functions and events held in the hotel on a daily basis.
·  Respond to enquiries about hotel products and services by telephone, fax and email according to standard guidelines
·  Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services
·  Determine guest needs and quote the appropriate room and rate as per requirements
·  Input booking information into the Reservation System
·  Process amendments to reservations such as extensions, early departures, etc.
·  Coordinate and communicate with all other departments to ensure a smooth operation

 

Operations:

·  To follow the grooming standards of the hotel to portray a professional image at all times
·  Show fullest cooperation and respect within the team and other departments
·  To be fully aware of the national history, places of interest, shopping areas, etc.
·  To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
·  To ensure that the product standards are followed as trained.
·  To ensure all reservations are correctly and accurately input into the opera system and maintained.
·  To conduct a daily audit of tomorrows arrival file to ensure accurate details are recorded in each reservation.
·  To use guest names whenever appropriate.
·  Thoroughly familiarizes oneself with the Hotel’s emergency procedures and is in a state of preparedness for any emergency which may occur.
·  Co-ordination with Front Office and other departments if regarding requests as required.
·  He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
·  To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety

 

Administration:

·  File and organize departmental documents, maintain stationery and office supplies for the department
·  Prepare monthly staff attendance report for Payroll processing
·  Perform duties and responsibilities in a confidential manner when applicable
·  Report any equipment failures/problems & repair requests to Maintenance Department.
·  Maintain a high standard of personal appearance and hygiene at all times