Reservation Agent

Greets customer and finds out what they would like to book and when.

Offers alternative room types, rates and packages to the customer.

Records reservation information accurately.

Identifies commissionable reservations and secures required information.

Records and processes deposit and billing information.

Files all reservations to facilitate easy referral.

Maintains the correspondence file by date of arrival.

Communicates with the Accounts Department to ensure credit has been established by companies wishing to charge back costs to their company.

Utilise suggestive selling techniques as appropriate.

Adhere to rate control procedures based on availability and forecasted occupancy.

Inform supervisor of potential sell out dates so rate restrictions can be adhered to.

Record requests for special accommodation and suites.

Ensure all reservations are responded to within 24 hours.

Pass on all possible sales leads to relevant departments.

Provides feedback to Reservations Manager on ways to increase sales and suggestions for improvement and enhancement to departmental systems.

Demonstrates a working knowledge of all services and facilities of the hotel and community to promote hotel and effectively assist hotel guests.

Keeps abreast of daily activities – banquets, guest activity programs, promotions.

Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

Adheres to hotel policies and procedures

As Company's policy

 Minimum 12 months experience in customer service

 General math skills, ability to add, subtract, calculate discounts, percentages, etc

 Strong multitasking skills

 Strong listening skills

 Strong communications skills, able to interact with guests effectively to solve problems

 Strong Microsoft Office suite skills

 Works well in a team environment

 Read, write and speak English fluently, bi-lingual skills a plus