Reservations Agent

Job Description

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Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.

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Adhere to all Standard Operating Procedures.

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Take personal responsibility for driving up selling, achieving set revenue targets by months.

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Be fully aware at all times of the Selling Strategy, rates, packages and booking status of the Anantara Hotels & Spas or any Anantara owning resorts.

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Process and respond within 4 to 8 hours to all reservation requests and inquiries according to company standards.

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Handle daily trace/follow up reports according to hotel Reservation Office requirements.

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To attend hotel events, daily shift briefings and training to improve professional skills.

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Maintain effective office administrative procedures within the hotel Reservation Office that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.

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Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies. Quality check reservations made the previous day.

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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.

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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.

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Monitor VIP’s reservation by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.

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Warrant correct operation of Banana Island Reservation Office, according to instructions given by Reservation Supervisor and Reservation Assistant Manager.

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Ensure Reservations procedures for Opera Reservation System & Property Management System are being followed correctly. In depth knowledge of ORS & PMS are required.

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Maintain a motivational working environment within the department, and with other colleagues in the hotel

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Proactively promote other sister properties of the Anantara Hotels – Resorts - Spas.

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Understand how the Sales office, Group Sales Department and Front Office relate to the Banana Island Reservation Office.

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Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In depth understanding of local seasonality and booking patterns.

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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 Anantara Hotels Resorts and Spas.

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Provide assistance and friendly gesture to local representatives of tour operators and travel agencies.

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Take necessary steps to assist hotels with any issues or concerns on all aspects of the reservation process and provide feedback in a timely manner.

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Liaise with IT in report and faults on telephone lines or computer network and inform your supervisor on the same.