The Reservation Agent will contribute to the performance of the hotel by handling all reservation requests and assisting in maximizing room revenue and occupancy.
He / she will be responsible for the entire reservation process by providing prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction. KEY RESPONSIBILITIES
Processes and confirms guest room reservations made by clients
Knowledgeable about all promotions in the hotel rooms and facilities
Follows procedures to process all room reservations, rates, confirmations and hotel facilities
Maintains established filling system for all correspondences and collates reports as required
Speaks with team members and guests using clear and professional language
Answers telephones using appropriate etiquette
Ensures that reservation requests are answered accurately on a timely basis.
Welcomes and acknowledges all guests according to the WH&R standards and policies
Anticipates and addresses guests’ service needs
Processes amendments to reservations such as extensions, early departures, etc. based on availability and strategies
Explains guarantee, special rate and cancellation policies to callers
Identifies guest reservation needs and determine appropriate room type after verifying availability of room type and rate
Ensures that revenue is maximized by up-selling guest rooms and recommending hotel facilities.
Responds to all communications from guests, travel agents and referral networks concerning reservations arriving by mail, telephone, fax any other program
Communicates reservation information to the front desk
Processes cancellations and modifications and promptly relays the information to the front desk
Processes advance deposits on reservations
Tracks future room availabilities on the basis of reservations
Prepares expected arrival list for front office to use
Makes sure that files are kept up to date
Is aware of all front office procedures as per the hotel policies.
Maintains a clean and neat appearance at all times
Knowledgeable to use the hotel software for reservations (e.g. opera system)
Works in harmony with other team members in the hotel.
SKILLS & COMPETENCIES
Good communication skills both verbal and writing in English, any additional language is an a plus
Problem solving skills
Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Count on Me! service culture to be responsive, respectful and deliver a great experience.
Employment Disclaimer In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner.
At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on their behalf.
I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving as the management company and will not be the actual employer.
EXPERIENCE, CERTIFICATION & EDUCATION
Ideally a minimum of 1 to 2 years working as a reservation agent in a branded hotel
Proficiency computer literacy
Knowledge of Opera system
Ideally Certificate or Diploma in a hospitality field or business administration.