Reservation Agent

Roles and responsibilities

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees

always find new ways to look after the business, their guests, and their colleagues. Within this, the key

responsibilities for this position are:

• Assist in the effective operation of the Reservations department, to meet the business goals of the
• hotel.
• Adhere to all Standard Operating Procedures.
• Take personal responsibility for driving upselling, achieving set revenue targets by months.
• Be fully aware at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel.
• Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
• Handle daily trace/follow up reports according to departmental requirements.
• Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.
• Maintain effective office administrative procedures within the department that will safeguard and detect.
• double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
• Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies.
• To be up to date with current information and data of the hotel product, including room types, rates,
• relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
• Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Maintain a motivational working environment within the department, and with other colleagues in the hotel.
• Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.
• Be knowledgeable about local seasonality and events.
• Proactively promote other sister properties of Minor International.
• Liaise with the Accounting Department information on Reservation procedures, reports and operational problems and payments of commission.
• To provide assistance and friendly gesture to local representatives of tour operators and travel agencies.
• Taking, amending and cancel reservation details as applicable. Confirming the method of payment.
• Replying to every request for information within the timeline specified by the hotel.
• To attend hotel events, daily shift briefings and training to improve professional skills.
  

Qualifications

• Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
• Understand the dynamics of regional & local market, local competitors and events of the destination.
• Luxury hotel experience is a must
• Passion for excellent service
• Excellent team player and great communication skills
• The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort.

Desired candidate profile

1. Communication Skills

• Strong verbal and written communication to interact with customers clearly and professionally.
• Ability to explain services, policies, and options to customers in an easy-to-understand manner.

2. Customer Service

• Providing excellent customer service by addressing inquiries, resolving issues, and offering solutions.
• Demonstrating patience and empathy when handling difficult customers or special requests.

3. Attention to Detail

• Ensuring that all reservation details are accurately entered, including dates, guest names, and payment information.
• Double-checking reservations for correctness and completeness before confirming them.

4. Multitasking Ability

• Managing multiple reservations, phone calls, and tasks at once, especially during busy periods.
• Prioritizing tasks efficiently to meet customer needs and organizational goals.

5. Organization Skills

• Keeping track of booking information, confirmations, and follow-up tasks.
• Managing various booking systems or software to stay organized and handle large volumes of reservations.

6. Computer Skills

• Proficiency in reservation management systems (e.g., Opera, Amadeus, Sabre, or similar platforms).
• Familiarity with databases, CRM software, and office programs (e.g., Excel, Word).

7. Sales and Upselling

• Offering additional services (e.g., room upgrades, package deals) to increase revenue.
• Promoting special offers or discounts to customers during the booking process.

8. Problem-Solving

• Addressing booking issues or customer complaints effectively, such as overbooked rooms or last-minute changes.
• Finding alternative solutions for customers when requested options are unavailable.

9. Flexibility and Adaptability

• Adapting to changes in schedules, systems, or procedures.
• Remaining calm and composed under pressure, particularly when managing challenging reservations.

10. Teamwork

• Coordinating with other team members, such as front desk staff, event planners, or management, to ensure smooth bookings.
• Sharing relevant information about customers or reservations with appropriate departments.