Reservations Agent

Description

The successful candidate will be responsible for the following:
Greets guests over the phone in a friendly, courteous manner (within 3 rings).
Identify guest reservations needs by asking open ended questions and determine appropriate
room types and maximize room rate.
Dealing with incoming enquiries regarding accommodation availability, room types, rates, etc.
within the required turnaround time.
Process all reservation requests, changes and cancellations received by phone and email.
Actively listen and respond positively to guest questions, concerns, and requests using brand or
property specific process to resolve issues, delight, and build trust.
Enrolling guests to be Marriott Bonvoy members.
Explain guarantee, special rate and cancellation policies to callers.
Verify and record reservation information accurately.
Accommodate and document special requests.
Answer questions about property facilities/services and room accommodations.
Follow sales techniques to maximize revenue by upselling rooms and promoting hotel restaurants
and other services and facilities to guests.
Input and access data into reservation systems (Opera and Marsha).
Identify and record special billing instructions.
Pre-block all special requests or VIP accommodation accurately.
Contribute to maximum occupancy of the hotel by assisting in maintaining accurate inventory
control for rooms.
Acknowledge assigned reservation messages.
Following up and conversion of enquiries is of utmost importance.
Responsible for tidy administration, including keeping accurate records of all paper transactions,
and file all reservations in a systematic order for easy referral.
Dealing with pro-forma invoices and following-up on payment and vouchers.
Responsible for online bookings (Third Party Websites).
Responding to email queries.
Responsible for Morning Reports, working out reservations statistics and balancing the hotel
inventory.
Assisting with Group and Conferencing enquiries and willing to learn the duties of this role.
Assisting with Airlines Blocks and splitting of airline reservations.
Comply with quality assurance expectations and standards.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Perform other reasonable job duties as requested by Supervisors and Managers.


The following are the requirements:
One years prior and recent experience in a Protea Hotel would be beneficial.
Previous experience in Reservations would be advantageous.
Good working knowledge of Opera and Marsha will be a distinctive advantage.
Understanding of BAR (Best Available Rate).
Experience in MS Word, Outlook & Excel.
An excellent telephone manner.
A pleasant disposition.
Adaptable to change.
Be self-motivated and be able to take initiatives.
Be committed to the pr