Reservations Agent

Job Description

Job Objectives Assists the Reservations Supervisor in overseeing the daily activities of the Reservations Department including the implementation of standards in ensuring proper yield management.

Duties & Responsibilities

Sale Role:

• Be knowledgeable of;
• All hotel facilities/services, hours of operation.
• All guest room layouts, bed types, décor, appointments, and locations.
• Room availability for any given day.
• Restricted dates, rates and room types.
• All room rates, packages and promotions.
• Specific arrangements between hotel and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the hotel.
• Take personal responsibility for driving up selling, achieving set revenue targets by months.
• Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.
  
  

Customer Service Role

• Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
• Communicates effectively with all guests and colleagues.
• Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
• Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.
  
  

Administrative Role

• Adhere to all Dusit International Standard Operating Procedures.
• Maintaining high standards of data quality through regular data cleansing activities.
• Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
• Reply to all guest requests within 24 hours of receipt.
• Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies, as well as guest data privacy and security.
• Able and understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
• Handle daily trace/follow up reports according to the requirements.
  
  

Others

Regular attendance in conformity with the standards, which may be established by Dusit Thani Mactan Cebu from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry and report deadlines, employees may be required to work varying schedules to meet the business needs of the hotel and report deadlines. This may include weekends and holidays.

Upon employment, all employees are required to fully comply with hotel rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

Qualifications Guidelines

EDUCATION : College degree in related discipline

WORK EXPERIENCE : Minimum of five years related capacity KNOWLEDGE/SKILLS : Excellent people management skills;

excellent time management skills; ability to relate to all levels in the organization; ability to work under pressure; proficient in computer applications; has strong experience in the hotel; good communication skills; with pleasing personality

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