Reservations Advisor

Job Description

SCOPE OF THE ROLE

To handle all Room Reservations and or inquiries pertaining to rates/packages/promotions through the telephone, email & WhatsApp in a timely manner.

Responsibilities

Handles incoming reservations received through the following, and feeds these data into the PMS, correspondingly:

         a) Telephone

         b) WhatsApp

         c) E-mail/Internet

·      Processes amendments and cancellations and enters these in the computer

·      Replies to inquiries and reservations through facsimile and e-mail as received

·      Prepares, processes, and accomplishes the following tasks:

·      Traces for the day

·      Filing of all Reservation Correspondences

·      Maintains complete knowledge of:

·      All 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

·      Maintains complete knowledge and complies with all departmental policies and procedures

·      Maintains complete knowledge of PMS and manual systems

·      Sets up workstation with necessary supplies and resource materials; maintains cleanliness throughout shift

·      Answer telephone calls within 3 rings, using correct salutations and telephone

·      Etiquette

·      Process all reservation requests, changes, and cancellations received by phone, fax,

·      email and internet

·      Ascertain callers’ needs through open-ended questions

·      Enthusiastically describe room accommodations and all amenities

·      Obtain all designated information to book a reservation

·      Accommodate special requests and designate such in the system

·      Access guest history records to best service guests; maintain accurate information in guest history files

·      Sell the best-rated room to meet the guest’s needs; maximize the rate for all reservations

·      Promote and sell holiday and other packages to callers requesting reservations on designated dates

·      Verify availability before confirming any reservation. Suggest alternate dates for sold-out dates

·      Explain guarantee and cancellation policies to callers; assign confirmation/ cancellation numbers and relay such

to the caller

·      Relay accurate information on transportation arrangements from the airport to hotel; input and document such

requests

·      Set up proper billing accounts (i.e., share-with, room/tax/incidentals, direct/special billing)/LPOs and process

advance deposits according to Accounting policies and with proper authorizations

·      Verify all reservation information with the caller to ensure accuracy

Input correct information into proper fields to inform other departments of pertinent information (i.e., flags,

comments, guest messages)

·      Process confirmation letters

·      Refer requests for initial booking of group rooms to the Sales Department

·      Handle guest complaints by following departmental procedures and ensuring guest satisfaction

Qualifications

Arabic Speaker is an added advantage

·      Computer literate

·      Knowledge in Opera PMS is an advantage

·      Should be able to effectively communicate with diverse groups

·      Has the right attitude for the position

·      Minimum 1-2 years in hotel experience required