Reservation Agent

3 weeks ago

Muscat, Muscat, Oman Hyatt Full time
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 services, 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 and name badges at all times.
  • To be a part in the building of an efficient team of employees by taking an 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 maximum efficiency.
  • To ensure the correct standards and methods 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 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 inquiries are answered in a timely manner.
  • Implement and drive the company, department standards and policies.
  • Train and coach the team members on Reserve and Opera systems.
  • Coordinate with front office for any special requests.
  • Balance room inventory.
  • Complete knowledge of World of Hyatt programs and benefits.
  • Knowledge of 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 confirm room reservations made by/for clients over the phone, personally, letter, fax, email, and internet.
  • Process amendments to reservations such as extensions, early arrival & departure, etc.
  • Accept waitlist reservations.
  • Manage "no show" reservations by investigation and follow up on the same day.
  • Record special billing arrangements for groups and conventions.
  • Update guest special requests and preferences in trance and special fields.
  • Select and update the correct profile on each reservation.
  • Update the correct VIP code on each profile and ensure the correct amenities code is 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 meetings.
  • Attend to inquiries, complaints, and requests regarding reservations.
  • 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 assigned by your supervisor & managers.
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