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To ensure all incoming reservation requests by emails and telephones are replied within the stipulated timeframe and must be adhered to the Brand Standards.
Duties and Responsibilities
To have full and up-to-date knowledge of the hotel products and services.
Attend to all incoming enquiries and requests by email, fax and telephones regarding reservations are replied as per the standards.
Accommodate all guest requests in an accurate and efficient manner and ensure all reservation enquires are professionally handled.
Accurately collect data in all the systems and maintain according to Company standards.
Ensure all details including full address, telephone number and email address along with any preferences are updated on the individual profile.
Promote and maintain good public relations and use every opportunity to maximize revenue by upselling, promoting hotel products and facilities etc.
Ensure that all guarantee letters and rooming lists from Companies or Travel Agents without credit facilities are received and approved by the Reservations Manager prior to the guest’s arrival.
Keep concerned departments informed about VIP guests and any other special requests.
Ensure correct profiles are attached for guests, Tour Operators, DMC’s and Corporates to ensure quality of reservations data.
Ensure that the correct market and source codes are linked to the rate code used.
Organize visa requests for hotel guests as and when it is requested.
Print and reconcile trace reports on a daily basis.
Print and action No Shows on daily basis.
Ensure cancellation report is printed daily and any cancellations are charged as per the policy.
Update company profiles with the correct corporate rates & rate codes.
Ensure all FAM Trip / Complimentary rooms are booked as per standard outlined.
Follow up on non-guaranteed / tentative bookings.
Responsible for the correct filing of all correspondence.
Review all expected arrivals seven days prior to the arrival date.
Maximize room revenue through the conversion of telephone calls into sales.
Utilize effective upselling techniques as per the prescribed guidelines.
Be fully familiar with all market segments and rate plans used across all distribution channels.
Achieve targeted goals in the Hotel Mystery Shopping Program.
Maintain accuracy and cleanliness of the Property Management System database.
Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction.
Ensure confirmation numbers / letters are sent to all respective reservations.
Complete understanding and effective execution of current systems and tools, including Protel.
Understand the hotel's policy on guaranteed reservations and no-shows.
Understand the deposit conditions and credit policy of the hotel.
Promotes goodwill by beings courteous, friendly, and helpful to guests, colleagues and all other key stake holders.
Support the Reservations Team Leader, Manager and/or Revenue Management Team with special projects as and when required
Department Reservations Role Reservations Agent Locations
