Summary of the role:
Reporting to the Reservations Manager, the reservations agent will be a professional individual with excellent communication and presentation skills. You will demonstrate excellent customer service as well as the initiative required to multi task in this busy environment. As a Reservations Agent you will be the first point of contact for our guests, representing the Reservations Department and hotel, in a friendly, energetic and professional manner by telephone and email consistently delivering the highest standard of service to our guests. The reservations agent must demonstrate the ability to build and grow knowledge and understanding of every aspect of the armadas facilities and crucially be able to convert accommodation, F&B, activities and other enquiries into confirmed bookings and help drive room revenue.
The main duties are:
Process all reservation requests, changes and cancellations received by phone, online, fax, mail, and internally or elsewhere
o Maintain telephone and outlook etiquette and verbiage standards. To ensure phones are answered in accordance to the standards of proper etiquette and within SOP and all enquires are dealt with and handle all guest opportunities by following the guidelines and ensuring guest satisfaction at all times
o To be aware of any of the departments targets or incentives and to help drive and promote them in particular, monthly room revenue targets, ensuring daily 100% occ targets are met
o To assist on the front desk as required from time to time (breaks, busy periods, holiday cover or when ever the need arises as directed by management)
o To assist with show arounds of rooms for walk ins and upselling of suites
o To assist weddings or any other departments with hotel show arounds if the need arises
o Maintain complete knowledge at all times and stay up to date on all of the hotels facilities/services, hours of operation
o Must be aware of the different guest room layouts, bed types, decor and locations
o On a day-to-day basis must know the hotels availability and restricted dates
o Must be aware of packages/enhancements offered, promotions available at any time and rate codes
o Specific arrangements between hotel and FIT's and other companies
o Entertainment/special events/special dates scheduled in hotel
o Compile and maintain information for daily/weekly/monthly reports or as directed by management
o Updating of website with current packages and rates and experience with working with channel manager, brand site and other third-party sites
o From time to time to deal with any customer complaints online, phone, email or on property in a professional manner and to notify management of these
o To encourage teamwork by providing a good working relationship with both the Front Office Manager and Sales and Marketing Manager so departments can work as efficiently as possible in reaching set goals.
o To participate in meetings were required, with the Reservations Manager, Sales and Marketing Manager and Front Office Manager, and carry out any duties assigned
The Armada is proud to support a diverse and inclusive workplace for all.
This is a part-time role that could extend to full time
Job Type: Part-time
Benefits:
* Company events
* Food allowance
* Gym membership
* On-site parking
* Wellness program
Experience:
* Hotel Reservations: 2 years (required)
Work Location: In person