Reservations Agent

Job description

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position :          Reservations Agent

Department :    Reservations

Reports to :        Reservations Manager

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PURPOSE OF POSITION

To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners.

 

KEY ROLES & RESPONSIBILITIES

·  Respond to enquiries about hotel products and services by telephone, fax, email etc
·  Determine guest needs and quote the appropriate villa and rate as per requirements
·  Assist guests with international calls and directory queries
·  Monitor Bill call costs
·  Advise defects on switchboard equipment to Manager
·  Accurate input of booking information into the OPERA Reservation System
·  Communicate / upsell activities for leisure, corporate & wholesaler’s guests
·  Understand Group Bookings – including cut-off dates, blocking and booking policies
·  Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory
·  Has full knowledge of hotel facilities and services to promote its products and services
·  Process amendments to reservations such as extensions, early departures, etc.
·  Coordinate and communicate with all other departments to ensure a smooth operation
·  Maintain knowledge of special rates/ offers/ promotions
·  Type a variety of documents such as cover letters, daily pickup reports
·  File and organize a variety of documents and maintain stationery and office supplies  
·  Perform duties and responsibilities in a confidential manner when applicable
·  Adhere to the hotel’s occupational, health and safety policies
·  Report any equipment failures/problems & repair requests to Maintenance Department
·  To participate in any training/development programs as recommended by Manager
·  Reconcile OTA’s Extranet with Opera
·  Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
·  Maintain detailed knowledge of the Hotel’s fire, life and safety system
·  Perform all the tasks asked by Reservations Manager or Revenue Manager
·  Ensure LQA & Forbes standard are followed & aim to achieve the scores & goals set by Management
·  Timely Reporting of any operational issues to Reservation Supervisor to escalate to Reservation manager
·  Ensure data accuracy across all bookings and guest profiles
·  Handle VIP, repeat guests, and special requests with care and full ownership
·  Cross-verify daily reservations across OTAs, GDS, direct channels, and contracted wholesale partners to ensure consistency and accuracy
·  Actively support upsell and overbooking strategies in coordination with Revenue
·  Assist with daily, weekly, and monthly pickup and pace reporting
·  Monitor booking trends and alert on unusual activity
·  Comply with GDPR and guest data privacy requirements
·  Support with group blocks, rooming lists, and cut-offs in Opera
·  Participate in upselling initiatives and cross-training as needed

 

PERSONAL ATTRIBUTES

·  Written and verbal communication skills in English
·  Able to develop rapport with colleagues and management staff
·  Ability to work cohesively with co-workers as part of a team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times
·  Ability to promote positive relations with all hotel guests and patrons
·  Able to exercise good judgment with difficult guests
·  Understanding and ability to work in a multi-cultural environment

 

 

QUALIFICATIONS

·  High School certificate
·  Diploma from School for Tourism & Hotel Management is a plus

 

EXPERIENCE

·  Minimum 1 - 2 years experience preferably in guest services/tele-marketing/reservations.
·  Familiarity with OPERA Cloud PMS and OTA extranets
·  Exposure to revenue management practices and rate parity
·  Experience in luxury or resort environments preferred