Reservations Agent

Dusit Thani Mactan Cebu • Full-time • أبو ظبي, AE • 4d ago

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.

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.

RELATIONSHIP

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.

Accountabilities

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

Technical Responsibilities

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)

Commercial Responsibilities

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.

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