Reservation Agent at Bollard Consulting Limited

• Our client, in the Hospitality sector seeks to hire a Reservation Agent, who will be responsible for managing, handling, and processing hotel reservations for guests. The Job holder will provide superior customer service by accommodating guests and ensuring smooth check-ins and check-outs, while optimizing their hotel stay experience.

Key Responsibilities

• Manage rooms’ inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source.
• Ensure clients’ satisfaction and adherence to hotel’s service standards.
• Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Respect the privacy of the guests and the confidentiality of the information.
• Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.
• Ensure all sellable contracted rates are loaded in all systems for ease of use by Reservations.
• Ensure all internal package breakdowns are loaded and in line with financial department.
• Control no show and late cancellation charges.
• Follow up on lost business and bring information about them to the knowledge of the department superiors.
• Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).
• Spot-check reservations made the previous day and check all VIP arrivals.
• Maintain all reservation standards.
• Keep department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
• Have good knowledge of the hotel configuration and products.
• Provide updated reports and statistics to the Management and other departments.
• Perform any other duties as assigned to him/her by management.

Skills, Knowledge and Expertise

• Diploma in Front Officer/Hotel management or related field.
• At least 3 years’ experience in a similar position in the Hospitality sector.
• Strong interpersonal and communication skills with a focus on customer service.
• Must be detail-oriented, organized and willing to go above and beyond to deliver service.
• Knowledge of reservations systems and operating systems including Opera.
• Ability to investigate systems malfunctions or user-input errors.
• Ability to analyse data, make meaningful conclusions and base sound decisions and strategies.