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Job Description
As a Reservation Agent, you will be responsible for handling reservations inquiries and requests with the highest level of professionalism and customer service. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced and dynamic environment.
Be aware of the hotel product, rates, packages and promotions.
Maintain knowledge of and access all functions of the computer and manual systems.
Process all reservation queries, changes and cancellations received by phone, e-mail, internally and through corporate reservations.
Efficiently and promptly establishing the correspondence service to guest inquiries.
Ensure that the guests’ visas are accurately processed and coordinate with visa officer.
Full knowledge of the hotel facilities and activities.
Oversees the daily movement of guest activities and able to resolve guest complaints and to establish an amicable relation with clients and customers of the hotel.
Sort all the correspondence in the order of priority and process the reservation to the set standard
Input, modify or cancel phone reservations into the system directly and file accordingly
Access the GDS / CRS / Internet regularly and input these reservations into the system
Ensure that all the reservation requests are processed and confirmation and or cancellation letters, faxes or e-mails are sent out within 24-hour period.
Check all the reservations for the next day’s arrival and ensure that all the pertinent information regarding the stay and special requests are being fulfilled.
Acquaint self with regular callers and acknowledge them by name.
Answer inquiries and / or promote hotel services and facilities. Answer questions on rates and room type availability.
