Reservation Agent

Description

The Reservation Agent is responsible for managing all aspects of guest reservations and providing exceptional customer service. This role involves processing reservation requests, responding to inquiries, and ensuring a seamless booking experience for both individual guests and groups. The ideal candidate will have strong communication skills, attention to detail, and a customer-centric approach, contributing to the overall satisfaction of guests and the success of the hotel. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

* Responsible for maximizing revenue by converting reservation inquiries in line with the hotel’s selling strategy while delivering a high standard of customer service. * Respond promptly to all incoming reservation inquiries via telephone, fax, or email, aiming to convert them into bookings while meeting departmental standards. * Be fully knowledgeable about the operation, functionality, and standards required for using the Opera and TARS systems. * Adhere to the minimum rate and minimum stay selling strategies implemented by the revenue team, always striving to secure the highest possible revenue for the hotel. * Input reservations into the Opera reservation system, ensuring that all details are accurate and complete in accordance with departmental standards. * Update special requests and billing details in Opera as needed. * Provide courteous and friendly responses to all incoming telephone inquiries. * Be well-informed about the hotel’s facilities and relay this information to customers, actively seeking opportunities to upsell products and services. * Process all inquiries and reservation confirmations on the same day they are received. * Maintain accurate filing systems for all departmental correspondence. * Build strong relationships with customers and regular bookers over the phone to encourage loyalty and future business opportunities. * Identify potential sales leads for the sales team to pursue for future accounts. * Be aware of the hotel’s financial targets and understand the reservations team’s contribution to achieving those goals. * Ensure a high level of personal skills, accuracy, attention to detail, and maintain a positive attitude. * Work collaboratively as part of a team, assisting colleagues when necessary and performing relevant duties as requested by the Reservations Supervisor and Director of Revenue Management.

Qualifications and Requirements

* Previous experience in hotel reservations or a customer service role is preferred. * Excellent verbal and written communication skills, with strong telephone etiquette. * Proficient in using reservation systems and Microsoft Office applications. * Strong attention to detail and organizational skills, with the ability to manage multiple tasks simultaneously. * A customer-focused attitude and ability to work well under pressure.

Working Condition

Working hours

5 days / 44 hours ( including weekends and PH)