Summary
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Position Summary:
Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.
Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.
Mandatory Requirements:
- Ensure uniform and personal appearances are clean and professional.
- Efficient time management.
- Maintain a professional, positive and enthusiastic attitude.
- Treat colleagues and associates with respect and clear communication.
- Strive for business continuity and personal career growth by teaching the associates next in line for your position. – “Each One… Teach One!”
- Be the brand.
Reservation Agent Duties and Responsibilities:
- Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
- Processes reservations from the sales office, other hotel departments, and travel agents.
- Knows the type of rooms available as well as their location and layout.
- Knows the selling status, rates, and benefits of all packages plans.
- Knows the credit policy of the hotel and how to code each reservation.
- Creates and maintains reservation records by date of arrival and alphabetical listing.
- Determines room rates based on the selling tactics of the hotel.
- Prepares letters of confirmation.
- Communicates reservation information to the front desk.
- Processes cancellations and modifications and promptly relays this information to the front desk.
- Understands the hotel's policy on guaranteed reservations and no-shows.
- Processes advance deposits on reservations.
- Tracks future room availabilities on the basis of reservations.
- Helps develop room revenue and occupancy forecasts.
- Prepares expected arrival list for front office use.
- Assists in preregistration activities when appropriate.
- Monitors advanced deposit requirements.
- Handles daily correspondence.
- Responds to inquiries and makes reservations as needed.
- Makes sure that files are kept up to date.
- Maintains a clean and neat appearance and work area at all times.
- Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
- Walk around with the client and ensuring that they secure whatever services they are in need of.
- Getting information about areas of interest in order to target more clients in particular seasons.
- Making arrangements for clients travel programs.
- Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
- To be aware of all front office procedures and assist with reception duties when required.
- To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
- Open and close the availability as and when required of hotel in all the channels and on the hotel website.
- Configuring rates on the hotels property management system.
- Any other tasks as and when required by the management.
Qualifications
Prerequisites:
- Must speak, read. Write, and understand the primary language used in the workplace.
- Must be able to speak and understand the primary language used by the guests who visits the hotel.
Education:
High school graduate or equivalent is an advantage but not essential
Experience:
Previous hotel-related experience desired. Experience in hotel software and their functionalities.
