Reservation Agent

Provide support to Directors and Reservation Manager/Supervisor in assisting, coordinating and handling reservation.

ESSENTIAL FUNCTIONS:

Bookings

-    Answers calls, returns e-mails and voicemails. Assists guest in booking reservations, by providing superior property knowledge.

Handles online and OTA bookings

Audit of OnQ PM

-    Audits OnQ PM for reservations accuracy.

Looks for special requests, coding issues and billing requirements.

Monitoring of pick up and cancellations

-    Reviews group pick up, assists in ensuring proper availability.

Monitors and charges No Shows and Late Cancels on a daily basis.

Upselling

Upsells room types and room package

Prepayments

Ensures follow up on prepayment to be received before arrival of guests.

Assistance to guests

Answers telephone and assists internal and external guests with requests.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job.

 -          Ability to handle multiple customer and operational demands with a high degree of professionalism, operating often with time sensitive deadlines. 


-          Ability to use time management skills to complete tasks timely meeting required deadlines. 


-          Interpersonal skills to provide overall guest satisfaction for internal/external guests. 


-          Ability to work under pressure and deal with stressful situations during busy periods. 


-          Skilled with the use of multi-line telephones and with voice mail. 


-          Proficiency in the use and operation of computer systems: Word, Excel, PowerPoint, and other systems (i.e., Access, Outlook, and other relevant programs). 


-          Office machine experience: fax, photo copiers with sorting and stapling ability. 


-          Knowledge of alphabetical filing systems. 


-          Excellent communication skills to include the ability to read, write and speak the English language to fully understand guest requests, memos, proposals, general correspondence and similar written materials. 


-          Ability to effectively deal with internal and external guests, some of which will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information to resolve conflicts.

EDUCATION

 Higher School Certificate.

Degree from a recognised institution preferred.

EXPERIENCE

At least 2 years of experience in guest contact areas of the hospitality industry.