The first moment a guest contacts one of our hotels, they begin a genuinely memorable experience. As a Reservations Agent, you’ll not only be the person they rely on, you’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your day to day:

People

* Promote team work and quality service through daily communications and coordination with other departments;
* Notify sales of any group bookings.
Financial

* Book guest reservations for individuals and/or groups that are requested either by phone, email or from within the hotel accordance with established standards and scripts using the hotel’s reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers.
* Designate and apply appropriate travel agency commissions.
* Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods;
* Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system;
Guest Experience

* Provide accurate information about the city and the surrounding attractions when asked by guests: mail hotel specific information sheets and brochures to guests as requested;
* Respond appropriately to guest complaints.
* Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
* Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Responsible Business

* May assist with other duties as assigned such running daily reports – cancellation, booking or arrival reports.
* Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures;
What we need from you:

* Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to;
* Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories;
* Fluency in the local language and great knowledge in English - extra language skills would be great, but not essential;
* Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers;
* Flexibility - weekend and holiday shifts are part of the job;