Reservation Agent

Your day to day

• Sell the voco® Doha West Bay Suites product and services using up-selling and suggestive selling techniques

• Promote the Hotel’s products and services

• Maintain a high level of product and service knowledge about voco® Doha West Bay Suites.

• Prepare and execute action plans which increase reservation sales and associated business

• Record and process reservations made by phone/email

• Offer waitlist reservations, if rooms are not available for the requested period.

• Process amendments to reservations such as extensions, early departures, etc

• Manage “no show” reservations by investigation and recording of same

• Maintain knowledge of special rates/ offers/ promotions

• Monitor reservation levels and inform Managers of current and future occupancy rates

• Prepare reports as requested

• Prepare reservation sales reports

• Ensure that all correspondence relating to room enquiries is actioned promptly and efficiently.

• Keep the Revenue Head informed of any complaints and unusual matters of significance.

• To maintain professional business confidentiality.

• To conduct yourself in a professional manner at all times and maintain high grooming standards.

What we need from you

RESPONSIBLE BUSINESS

• Record special billing arrangements for groups and conventions

• Liaise with Operations Manager or Finance Manager for all reservations requiring credit approval in accordance with the hotel's credit policy.

• Preparation of quotes, communications, database input and filing.

• Have working knowledge of budget targets and develop strategies to achieve set targets.

• Develop methods and initiatives to increase departmental revenue within the sales team.

What we need from you

GENERAL

• Communicate effectively with all other departments.

• Attend meetings, training sessions and any other required meeting or training session.

• Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations.

• Maintain a good working relationship with the staff and colleagues throughout the hotel and sister properties

• Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager.

• All client requests are followed up on and responded to within 24 hours

• Assigned projects are completed within designated timeframes

• Efficient communication platform is consistently maintained

• Comply with and ensure adherence to all of the hotel’s policies and procedures

• Comply with all occupational health and safety policies and procedures

• Maintains a professional and organized work environment

• Reports, presentations and other administrative duties are consistently on a high standard; and free of errors and omissions.

PERSONAL CHARACTERISTICS

Education

• Higher School Certificate / Year 12 (or equivalent)

 

Experience

• Previous experience within a hotel reservations sales environment

Technical

• Competent Word, Excel, PowerPoint and software packages

• Competent Oral and Written Communication Skills

• Strong organizational and work coordinating skills to handle multiple assignments and projects

• Knowledge of hotel PMS (Opera)

 

Personal Attributes

• ‘Can do’ attitude and a high level of energy

• Professionally groomed

• Able to work under pressure

Adaptable to change