Reservations Agent

PRIMARY RESPONSIBILITIES:

Sale Role:

• Be knowledgeable of;
  • All hotel facilities/services, hours of operation.
  • All guest room layouts, bed types, décor, appointments, and locations.
  • Room availability for any given day.
  • Restricted dates, rates and room types.
  • All room rates, packages and promotions.
  • Specific arrangements between hotel and travel agencies, corporate reservations center.
  • Entertainment/special events scheduled in the hotel.
• Take personal responsibility for driving up selling, achieving set revenue targets by months.
• Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.

Customer Service Role:

• Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
• Communicates effectively with all guests and colleagues.
• Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
• Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.

ACCOUNTABILITIES

• Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations
• Liaise with IT in report and faults on telephone lines or computer network.
• Proactively promote other sister properties of the Dusit Hotels and Resorts.
• Maintaining a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel

TECHNICAL RESPONSIBILITIES

• Knowledge of technical and managerial applications of the following systems and their utilization;
  • Opera Property Management System (OPMS)
  • Sabre SynXis CRS
  • Serenata NetHotel Profile Management
  • GDS Interface (GDS)
  • Oasis Hospitality Software (PMS for China Properties)

COMMERCIAL RESPONSIBILITIES

• Maintains high level of effective communications with guests and colleagues.
• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENT:

• Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
• Minimum of 1 year in relevant experience in a similar capacity.
• Basic experience with OPMS and all related system and its day to day support.
• Good knowledge of Microsoft office programs.
• Enthusiastic and self-motivated, according to Dusit International’s core values.
• Ability to communicate effectively and professionally written and spoken English