Book@SO Agent (Reservations)

Job description

Key tasks

To ensure the highest level of customer service is offered and maintained at all times to all guests. Through the use of effective Reservation skills you will provide efficient service for Guest and Agent enquiries. You will maintain accurate guest/group accounts and provide accurate, helpful information. Attend to all incoming calls in a professional and polite manner, constantly striving to provide Total Customer Satisfaction in line with our ResaVision guidelines. Maintain strict security procedures to ensure guest confidentiality and safety.

Duties/Responsibilities:
 Provide efficient and professional service to all guests via email, phone and in person.
 Complete daily arrivals reports to ensure all future bookings are confirmed and have the necessary paperwork for invoicing
 Maintain positive selling approach to maximise yield in both rate and occupancy
 Maintain thorough knowledge of all hotel facilities and promotions and Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
 Attend to all guest requests quickly and efficiently, consistently striving to provide total customer satisfaction
 Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
 Maintain strict security procedures with credit card transactions, accounting procedures, and guest confidentiality.
 Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
 Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
 Accurately document all guest/agent requests on the reservation so all parties are aware.
 Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests.
 Ensure accurate, up to date information is given to all guests/agents.
 Ensure every guest interaction is handled in line with the SO values and service standards

Desired profile

Skills

Level of Education Others
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English

Essential and optional requirements

 Minimum 12 months experience in either a Reservations or Front Office role
 Highly organised and able to effectively manage guest requests
 Opera (PMS) experience
 Handle tasks carefully and correctly – be thorough and exact in detail with a sense of urgency
 Team player, contribute to and assist co-workers