Reservation Agent

4 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 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.
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