Reservation Agent
2 days ago
- 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.
- 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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