Reservation Agent

Identify reservation needs and determine appropriate room type Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue.

Input all reservations into the computer, recording all pertinent information and attend to enquiries, complaints and requests regarding reservations Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.

Follow proper escalation procedures when addressing guest concerns. Process and confirm guest room reservations made by clients on the phone, letter or fax Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.

Show complete product knowledge, understand rate structure and apply rate management Maintain established filing system for all correspondence and collate reports as required by Reservation Manager or Supervisor Promote and maintain good public relations and endeavors to maximize business Maintain an accurate room status at all times Ensure all incoming calls are answered as per hotel standards; information received by fax is inputted and check constantly the incoming e-mails Develop and maintain positive working relationships with others.

Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors. Diploma education Minimum 1 year of experience in a similar capacity or preferably in the area of guest services/tele-marketing Excellent reading, writing and oral proficiency in English language Proficient in MS Excel, Word, & PowerPoint