Reservations Agent

Job Description

The Role

• Under the guidance and supervision of the Cluster Director of Revenue and within the limits of the established Accor policies and OSM (Operational Standards Manual), Receive and handle all reservations, work to and with management and strive to learn more each day. Show initiative to improve existing methods and refine established procedures. He/she participates in promotional and various marketing functions throughout the course of the year. Works diligently to develop and maintain corporate clientele in performing these duties he shall at all times maintain good relations with his supervisor, the Department Heads and supervisors as well as with the local authorities and other key persons.
• To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets. He / She promote the desired work culture of Accor.

Key Deliverables and Responsibilities

Planning & Organizing:

1. To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
2. Maximize hotel yield by up selling and suggestive selling as set out.
3. Perform as per OSM Standards and in line with the Service Ingredients. Be fully aware of the hotel daily events for the day
4. Attend training classes as per schedule
5. Is aware of the daily activities and has product knowledge of all the hotel facilities to maximize upselling at all times
6. To have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and ball rooms.  To be well informed about special functions and events held in the hotel on a daily basis.

Operations:

1. To follow the grooming standards of the hotel to portray a professional image at all times
2. Show fullest cooperation and respect within the team and other departments
3. To be fully aware of the national history, places of interest, shopping areas, etc.
4. Works diligently to develop and maintain relationships with corporate clientele to maximize revenue
5. To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
6. To ensure that the product standards are followed as trained.
7. To input and answer all written correspondence (fax & email) and telephone inquiries within 24 hours of being received.
8. To ensure all reservations are correctly and accurately input into the opera system and maintained.
9. To ensure that all reports are completed on a daily basis and filed for reference.
10. To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
11. Maximize hotel yield by up selling and suggestive selling in line with strategy.
12. To file all correspondence on a daily basis ready for hand-over to reception.
13. To conduct a daily audit of tomorrows arrival file to ensure accurate details are recorded in each reservation.
14. To use guest names whenever appropriate.
15. Thoroughly familiarizes oneself with the Hotel’s emergency procedures and is in a state of preparedness for any emergency which may occur.
16. Seek out potential corporate clients and gives the lead to either the Reservations Manager or the Sales Department
17. Co-ordination with Front Office and other departments if regarding requests as required.
18. He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
19. Assist in Task Force Teams for new openings as requested
20. To have a complete understanding of and to adhere to Accor’s policy relating to Fire, Hygiene, Health and Safety

Administration:

1. Ensure inputting and processing of all reservation requests to process the sales of rooms.
2. To ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Sustainability program (saving energy, recycling, sorting waste etc.).
• Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Qualifications

Diploma or Degree in Hotel Management