Reservation Agent

Site / Location : IBM Plaza Eastwood City

Client / Campaign : AU client

Main Duties and Responsibilities

The duties and responsibilities are detailed but not limited to:

Operations

• Handles reservations calls (new booking, existing booking, enquiries, etc.) ensuring utilization of and adherence to the Quality guidelines as required by Clients.

• Ensure all guests are aware of operational policies – credit card, cancellations, car parking and check in/check out times, etc.

• Vigilant yield management – sell within rate ranges and ensure the highest rate achievable is sold. Sell peak rates at every available opportunity. Sell from the highest room category down on every enquiry.

• Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities.

• Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.

• Sell all rooms at a rate that maximizes owner returns and management commission and upsell property facilities (parking, breakfast, transportation arrangements, etc.

• Monitor all parked reservations in RMS for assigned property – shuffle the reservations chart & allocate rooms where possible + hold rooms where necessary.

• Track sales promotions/advertising as required & advised.

• Ensure all marketing information (source, region, market and origin fields) is entered correctly to ensure the effective tracking and reporting of the information required.

• Send daily / weekly report to your manager of all statistical information as required in the policies and procedures.

• Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.

• Carry out any additional duties as required by the Floor Manager, Revenue Manager or Chief Commercial Officer.

• Enter confirmed reservations into RMS, ensuring all Guest Information & Data Fields are accurate.

• Assist guests on self-check-in kiosks after hours.

• Handles Airbnb enquiries and communication process coordination.

Communication

• Ensure that communication with customers, employees and others is honest, open and professional

• Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.

• Foster a harmonious relationship between properties and the Central Reservations Office.

• Notify the Floor Manager, Revenue Manager, Chief Commercial Officer of any issues immediately as they arise and provide appropriate solutions.

Essential Skills and Experience

Work Experience:

• Hotel Reservations or Central Reservation Experience required

• Customer Service, Sales or Hospitality experience preferred.

Technical Skills:

• Good Knowledgeable of Computer applications;

• Proficiency with MS Office applications (i.e. MS Word, Excel);

• Hotel Property Management Systems experience;

• RMS 9+ Cloud experience is beneficial but not essential.

Knowledge, Skills and Other Competencies:

• Verbal and written communication skills;

• Flexibility with changing work schedules and working hours;

• Customer centric;

• Problem-Solving skills;

• Decision-Making skills;

• Analytical skills;

• Efficiency; • Ability to multitask.

Key Performance Indicators (KPIs)

• Revenue

• Conversion

• AHT

• Productivity

• Attendance

• Quality

Job Features

Job Category

Marketing