Reservation Agent

Job description

Job Summary

· 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

· To supervise, train & implement all safety policy & procedure as per laid down in the company emergency & continuity business plan

· Promote the desired work culture around the core value of Alila Resort and the brand ethos

· To sell and cross sell all resort facilities and service, such as participating actively in FIT marketing

· To maintain good relations with local travel agents and other outside contacts

· To have complete understanding of pricing strategy and sell accordingly

· Communicate effectively within the organization at all levels using the most appropriate communication method for the matter concerned.

· To wear the correct uniform, name badges at all the times

· To be apart in the building of an efficient team of employee by taking and active interest in their welfare, safety and development

· To provide a courteous and professional service at all times

· To provide the necessary skills to perform their duties with the maximum efficiency

· To provide the correct standards and method of service are maintained as stated in the department’s operation manual

· To provide a complete understanding of and adhere to the hotel’s employee rules and regulations

· To provide a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety

· To plan the weekly operation Roster with coordination of front office supervisor.

· Ensure accuracy of reservation information in OPMS

· Drive and collect all the guest information while creating the reservation.

· Review daily arrival report to ensure accuracy of data updated in the system.

· To ensure all the calls and guest inquires answered in timely manner.

· Implement and drive the company, department standard and policies.

· Train and coach the team member on Reserve and Opera system.

· Coordinate with front office for any special request.

· Balance room inventory.

· Complete knowledge of World of Hyatt programs and benefits.

· Knowledge on guest amenities program and process.

Technical Expertise

· Sell Alila Jabal Akhdar products and services using up-selling and suggestive selling techniques
· Promote the Hotel’s (and Alila Hotels generally) products and services
· Maintain a high level of product and service knowledge of the Resort.
· Opera and Reserve full operational Knowledge
· Receive process and confirmed room reservation made by/for client over the phone, personally, letter, fax, email and internet.
· Process amendment to reservation such as extensions, early arrival & departure and etc
· Accept wait list reservations
· Manage “no show” reservations by investigation and follow up by same day
· Record special billing arrangements for groups and conventions.
· Update guest special request and preference in trance and special fields.
· Select and update correct profile on each reservation
· Update correct VIP code on each profile and ensure correct amenities code attached in the systems.
· Monitor reservation levels and inform Managers of current and future occupancy rates
· Maintain knowledge of special rates/ offers/ promotions and train the teams.
· Prepare reports as requested (pick up report, etc.)
· Attend daily room controlling meeting.
· Attends to inquires, complaints and request regarding reservation.
· Ensure all reservation papers have been properly filed according to the established procedures
· Familiar with job description, policies and procedures and able to perform the duty whenever needed.
· Perform any other tasks been assigned by your supervisor & managers.