Reservations Agent

Job Description

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.
  
  

• 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.
  
  

• 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.
  
  

• Reservation leaders, to assist reservation leaders to effectively manage and operate the reservations department in order to meet the business goals of the hotel and maximize guest satisfaction.
• Maintain clear and complete booking correspondences in order to properly communicate with the Front Office team to achieve guest satisfaction.
• Interact with all customers (internal and external) in a friendly, helpful and expedient manner.
  
  

• Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations
• Liaise with IT in report and faults on telephone lines or computer network.
• Proactively promote other sister properties of the Dusit Hotels and Resorts.
• Maintaining a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel
  
  

• Knowledge of technical and managerial applications of the following systems and their utilization;
• Opera Property Management System (OPMS)
• Sabre SynXis CRS
• Serenata NetHotel Profile Management
• GDS Interface (GDS)
• Oasis Hospitality Software (PMS for China Properties)
  
  

• Maintains high level of effective communications with guests and colleagues.
• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.