RESERVATION AGENT – Alila Jabal Akhdar

Job Summary

• 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
• To supervise, train & implement all safety policy & procedure as per laid down in the company emergency & continuity business plan
• Promote the desired work culture around the core value of Alila Resort and the brand ethos
• To sell and cross sell all resort facilities and service, such as participating actively in FIT marketing
• To maintain good relations with local travel agents and other outside contacts
• To have complete understanding of pricing strategy and sell accordingly
• Communicate effectively within the organization at all levels using the most appropriate communication method for the matter concerned.
• To wear the correct uniform, name badges at all the times
• To be apart in the building of an efficient team of employee by taking and active interest in their welfare, safety and development
• To provide a courteous and professional service at all times
• To provide the necessary skills to perform their duties with the maximum efficiency
• To provide the correct standards and method of service are maintained as stated in the department’s operation manual
• To provide a complete understanding of and adhere to the hotel’s employee rules and regulations
• To provide a complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety
• To plan the weekly operation Roster with coordination of front office supervisor.
• Ensure accuracy of reservation information in OPMS
• Drive and collect all the guest information while creating the reservation.
• Review daily arrival report to ensure accuracy of data updated in the system.
• To ensure all the calls and guest inquires answered in timely manner.
• Implement and drive the company, department standard and policies.
• Train and coach the team member on Reserve and Opera system.
• Coordinate with front office for any special request.
• Balance room inventory.
• Complete knowledge of World of Hyatt programs and benefits.
• Knowledge on guest amenities program and process.

Technical Expertise

• Sell Alila Jabal Akhdar products and services using up-selling and suggestive selling techniques
• Promote the Hotel’s (and Alila Hotels generally) products and services
• Maintain a high level of product and service knowledge of the Resort.
• Opera and Reserve full operational Knowledge
• Receive process and confirmed room reservation made by/for client over the phone, personally, letter, fax, email and internet.
• Process amendment to reservation such as extensions, early arrival & departure and etc
• Accept wait list reservations
• Manage “no show” reservations by investigation and follow up by same day
• Record special billing arrangements for groups and conventions.
• Update guest special request and preference in trance and special fields.
• Select and update correct profile on each reservation
• Update correct VIP code on each profile and ensure correct amenities code attached in the systems.
• Monitor reservation levels and inform Managers of current and future occupancy rates
• Maintain knowledge of special rates/ offers/ promotions and train the teams.
• Prepare reports as requested (pick up report, etc.)
• Attend daily room controlling meeting.
• Attends to inquires, complaints and request regarding reservation.
• Ensure all reservation papers have been properly filed according to the established procedures
• Familiar with job description, policies and procedures and able to perform the duty whenever needed.
• Perform any other tasks been assigned by your supervisor & managers.