Reservations Agent

Discover your 100% YOU with MicroSourcing!

Position: Reservations Agent

Work setup & Shift: Onsite | Shifting

Site: Global One, Eastwood

Youll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Key Roles & Responsibilities

FINANCIAL RETURNS

• Maximise rooms revenue through upselling of rooms and hotel facilities, while making reservations.
• Champion accurate and timely rate loading for all contracted segments.
• Take ownership and follow up on in-house pseudo accounts to keep to a minimum.
• Ensure all refunds, no shows and deposits are handled accordingly to standards.
• Maintain an accurate events calendar for each market to assist with yield and pricing principles.
• Load and adjust wholesale / promotional allotments with appropriate release dates in partnership with the revenue management team.
• Monitor and load all group wash and materialization to best optimize inventory controls.
• Ensure all refunds, no shows and deposits are handled accordingly to standards.
• Champion OTA market manager connectivity including updating of content in conjunction with Marketing and Revenue priorities.
• Content – champion current and relevant content updates across hotel brand sites, OTA sites and third-party sites.
• Ensure accurate set up and use of PMS segmentation, source codes to optimize system data integrity.
• Maintain a regular cycle of briefings with each hotel around packages and promotions as well as group movements.
• Champion regular reporting needs including but not limited to rate code production and account volume.
• Maintain call conversion measurements and accurately track index.
  
  

PEOPLE

• Promote teamwork and quality service through daily communication and coordination with other departments.
• Actively participate in required training sessions and ensure that any pre and post course work is completed by the due date.
• Adhere to standards for presentation, grooming and punctuality.
• Perform detailed shift handover with oncoming shift where required.
• Develop and maintain cohesive working relationships within immediate team, and wider hotel teams.
• Cooperate, coordinate and communicate with other hotel departments as required.
• Attend and participate in department briefings, meetings, and training sessions as scheduled.
• Ensure the workspace is tidy and consider WH&S compliance.
• Communicate to his/her supervisor any difficulties with service, guest comments and other relevant information; follow complaint handling procedures for prompt resolution of challenges.
  
  

Guest Experience

• Assist in the efficient day-to-day operation of the Revenue Centre.
• Optimise hotel occupancy and average rate under the guidance of the Revenue Centre Operations Manager.
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity paying regard to the importance of rewards & loyalty members and other VIP’s.
• Assist each hotel by highlighting and recognising VIPs and loyalty members through in-house reporting, comments and updating comments in PMS and merging guest profiles.
• Respond to guest reservation needs and resolve related problems in an appropriate timeframe with acceptable service recovery.
• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests.
• Attend all guest queries and requests promptly, for example providing confirmation information, follow up on room allocation requests, etc.
• Knowledgeable of all special promotion procedures for programs such as seasonal packages, frequent flyers programs, and loyalty programs.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Champion regular central reservation office connection, including monthly briefing on products, events, and promotions
  
  

RESPONSIBLE BUSINESS

• Maintain exemplary department standards of behaviour and appearance and attitude as expected by Pro-invest’s code of conduct.
• Assist with the property management systems (PMS) in emergency situations and ensure you consider the safety and security of team members and hotel guests as well as oneself.
• Maintain all procedures and adhere to them within the Pro-invest Hotels guidelines with emphasis on hotel credit policy.
• Demonstrate awareness and understanding of WH&S policies and procedures.
• Assist the Emergency Response Team to prepare for emergency procedures upon advice from relevant authorities that cover such emergencies as fire, power outrage, bomb threat, cyclone warnings, etc.
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures.
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implement corrective actions as required, to prevent or minimise the chance of recurrence.
• Ensure compliance to all Pro-invest security and safety standards. Including cyber/technology security such as password security.
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.
• Clock in / clock out as per correct procedures, on a daily basis.
• Perform other duties as reasonably assigned.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply

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