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Reservation Agent
2 weeks ago
Summary
J ob S ummary
- 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.
- 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.
