Reservation Agent

Essential duties and responsibilities
• To ensure guest satisfaction, anticipate and exceed guest expectations promptly.
• To ensure all guest needs are dealt with accurately and efficiently.
• To ensure all internal and external customers are treated with highest priority and respect.
Other standard responsibilities
• To handle all incoming calls effectively with a professional and informative approach as per the Reservations call standards.
• To be fully aware of rate structure, packages structure, selling strategy, guarantee or cancellation policy.
• To ensure all reservations are entered in the PMS accurately with all records maintained.
• To ensure all correspondence is answered within the same day, prioritising the ones that have an urgent request.
• To keep yourself updated of the selling strategy and occupancy trend of the times ahead.
• To be aware of the Market Segmentation and Source of Business linkage to rate codes.
• To follow the procedure for correspondence check ensuring any errors if at all are eliminated and ensure all Interface bookings are updated with proper details.
• To follow sales techniques to maximize revenue
• To follow proper escalation procedures when addressing guest concerns to Management Team.
• To take on other tasks in addition of the ones stated, in a reasonable framework.