Reservation Agent

Sofitel Luxury Hotels

Key Missions :

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room types.
• Verify availability of room type and rate.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue.
• Input and access data in the reservation system.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain the confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Upselling, or offering a more expensive room to the customer
• Never gets tired of reaching the goals.

Essential and Optional Requirements:

• Previous hotel front office or reservation experience is preferable
• Knowledge of OPERA PMS is mandatory
• Previous customer service experience is essential
• A capability and commitment to delivering high levels of customer care
• A positive attitude and excellent communication skills
• Excellent command of English