Hotel Reservations Agent

3 weeks ago

London, United Kingdom London Town Group of Companies Limited Full time

POSITION SUMMARY:

Reservation agent primarily supervises the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional and efficient manner. Manages and coordinates activities among reservation team members providing reservations and customer services skills.

Achieving customer satisfaction and room revenue goals while taking guests through the booking process.

DUTIES AND RESPONSIBILITIES:

Maintain complete knowledge of and comply with all departmental policies/service

procedures/standards.

The primary task is to ensure all calls are answered within 3 rings utilising the appropriate greeting and following the reservations scripts in handling the guest inquiry for hotel space.

To be aware at all times of current business targets and to focus at all times on achieving these targets.

Maintain complete knowledge of:

a) All hotel facilities/services, hours of operation.

b) All guest room layouts, bed types, decor, appointments and locations.

c) Room availability for any given day.

d) Restricted dates, rates and room types.

e) All room rates, packages and promotions.

f) Specific arrangements between hotel and travel agencies, corporate reservations offices.

g) Entertainment/special events scheduled in the hotel

Process all reservation requests, changes and cancellations received by phone, fax, email, mail, internally and through corporate reservations center or travel agencies.

Ensure accurate and complete entries in Opera system in accordance with established procedures.

Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.

Ascertain callers' needs through open-ended questions.

Describe room accommodations and all amenities.

Obtain all designated information to book a reservation.

Accommodate special requests and designate such in system.

Access guest history records to best service guests; maintain accurate information in guest history files.

Maximize rates for all reservations.

Promote and sell room types and other packages to callers requesting reservations on designated dates.

Assist callers with dining room reservations and amenity orders.

Verify availability and suggest alternate dates for sold-out dates.

Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.

Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.

Set up proper billing accounts (i.e., own account, bill back to company, charge VCC, direct/special billing) and process advance deposits.

Verify all reservation information with caller to ensure accuracy.

Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).

Document all information for manual reservations on designated form.

Input all manual reservations into the system.

Obtain approval from revenue managers for same day reservations on near sell-out dates.

Process confirmation letters.

Designate and apply appropriate travel agency commissions.

Initiate deposit refunds for non-group reservations.

Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.

Monitor and maintain wait lists daily.

Process requests for mailing brochures, correspondence and package information.

Compile and maintain information for daily/weekly/monthly reports.

Review status of assignments and any follow-up action with on-coming Agent.

Assist in the smooth running of the Reservations department.

Skills/Qualifications:

Must be courteous and focused on providing a consistently high standard of customer service.

Must be standards driven and detail orientated.

Must have the ability to multi-task in fast-paced environment.

Must have experience using Opera or similar reservations system.

Must have a good command of the English Language.

Should be flexible with regards to hours.

Should have excellent self-presentation.

Should have previous experience in similar role.


AMRT1_UKCT

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