Reservation Agent

4 weeks ago

Muscat, Muscat, Oman Alila Hotels Full time
Organization - Alila Jabal Akhdar
Summary
Job Summary
  • To record and process all reservation inquiries made by phone, fax, or email efficiently and accurately, converting them to sales where possible to meet hotel targets.
  • To supervise, train, and implement all safety policies and procedures as per the company's emergency and business continuity plans.
  • Promote the desired work culture based on the core values of Alila Resort and the brand ethos.
  • To sell and cross-sell all resort facilities and services, actively participating in FIT marketing.
  • Maintain good relations with local travel agents and other external contacts.
  • Understand the pricing strategy thoroughly and sell accordingly.
  • Communicate effectively within the organization at all levels using appropriate communication methods.
  • Wear the correct uniform and name badge at all times.
  • Participate in building an efficient team by taking an active interest in their welfare, safety, and development.
  • Provide courteous and professional service at all times.
  • Ensure team members have the necessary skills to perform their duties efficiently.
  • Maintain standards and methods of service as stated in the department's operation manual.
  • Adhere to hotel policies regarding employee conduct, fire safety, hygiene, health, and safety.
  • Plan the weekly operation roster in coordination with the front office supervisor.
  • Ensure accuracy of reservation information in OPMS.
  • Gather and record guest information during reservation creation.
  • Review daily arrival reports to ensure data accuracy.
  • Respond promptly to all calls and guest inquiries.
  • Implement and uphold company and departmental standards and policies.
  • Train and coach team members on Reserve and Opera systems.
  • Coordinate with the front office for any special guest requests.
  • Balance room inventory effectively.
  • Have complete knowledge of World of Hyatt programs and benefits.
  • Understand guest amenities programs and processes.
Technical Expertise
  • Sell Alila Jabal Akhdar products and services using up-selling and suggestive selling techniques.
  • Promote the hotel's and Alila Hotels' products and services.
  • Maintain high product and service knowledge of the resort.
  • Possess full operational knowledge of Opera and Reserve systems.
  • Handle reservations made via phone, personal visits, letters, fax, email, and online platforms.
  • Process reservation amendments, including extensions and early departures.
  • Manage waitlist reservations effectively.
  • Handle no-show reservations through investigation and follow-up on the same day.
  • Record special billing arrangements for groups and conventions.
  • Update guest requests and preferences accurately in the system.
  • Select and update profiles for each reservation.
  • Ensure VIP codes and amenities are correctly attached to profiles.
  • Monitor reservation levels and inform management of occupancy rates.
  • Maintain knowledge of special rates, offers, and promotions; train the team accordingly.
  • Prepare reports as required, such as pickup reports.
  • Attend daily room controlling meetings.
  • Address inquiries, complaints, and requests related to reservations.
  • Ensure proper filing of reservation documents according to procedures.
  • Familiarize with job descriptions, policies, and procedures, and perform duties as needed.
  • Perform any additional tasks assigned by supervisors and managers.
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