Reservations Agent

Job Description

Under the general guidance of the Cluster Assistant Reservations Manager, You will handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.

• Ensure the telephone is answered before the 3rd ring following the Novotel & Adagio telephone techniques at all times 
•  Follow up the administration of reservations very thoroughly, making check-in operations easier for the front desk team 
• Transform a request for information into a potential reservation as soon as there is an opportunity 
• Present the brand and Group's loyalty program (ALL) to the guests
• Counter any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior
• Handle reservations by applying the various step-by-step processes according to Novotel & Adagio standards
• Enter reservation details precisely and correctly
• Ensure that information is passed on to the concerned team members
• Confirm the reservation; take care over written communications
• Maintain an up to date knowledge of the hotel and local services
• Report for duty punctually wearing the correct uniform and name tag
• Maintain a high standard of personal appearance, hygiene and adhere to the hotel and department appearance standards
• Read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations in particular the policies and procedures relating to Fire, Hygiene, Health and Safety
• Comply with local legislation as required
• Respond to any changes in the department as dictated by the needs of the hotel
• Attend training and meetings as and when required 

Qualifications

• Minimum of 1-2 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry
• Professional telephone etiquette and strong written communication skills
• Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications
• Flexible availability to work various shifts, including weekends and holidays
• Detail-oriented with the ability to multitask in a fast-paced environment
• Strong problem-solving skills and ability to make decisions independently

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.