Reservations Agent

Location: Gouna

General Responsibilities:

The Reservations Agent is central to the hotel's revenue generation and guest acquisition efforts. The core essence of this role is to attend to all reservation requests according to hotel standards, skillfully converting inquiries into actual room reservations to increase hotel revenues and enhance guest loyalty. The agent is responsible for providing a distinctive service that promotes the hotel's image and brand recognition.

Duties:

A. Sales, Service, and Guest Relations

• Revenue Generation: Apply superior sales and communication skills to convert room inquiries into confirmed bookings, proactively enhancing the hotel's revenue.

• Relationship Management: Maintain a good commercial relationship with all bookers, including guests, companies, and travel agencies.

• Guest Recognition: Proactively recognize VIP guests and apply applicable policies to ensure personalized service.

• Client Identification: Recognize potential high-value clients and swiftly transmit this information to the Sales Department for follow-up.

• Complaint Handling: Manage any guest complaint professionally by owning the issue, resolving it to the guest's satisfaction, and ensuring accurate recording and reporting of all comments.

• Service Standards: Implement LQA standards during reservation inquiries and provide friendly, courteous, and professional service at all times.

B. Administrative and System Management

• Product Knowledge: Maintain a perfect knowledge of all room types and the entire rate structure, as well as the hotel and its products and services.

• Data Accuracy: Ensure the accuracy of all booking information entered into the Property Management System (PMS) and meticulously maintain an accurate Guest History database.

• System Maintenance: Properly use and maintain the reservation communication system (telephone, fax, and email) and follow established telephone etiquette standards.

• Channel Monitoring: Routinely check availability and room rates on the hotel website and all other booking systems/channels (OTAs, GDS, etc.).

• Reporting: Prepare and provide updated reports and statistics to the Management and other relevant departments as required.

• Shift Duties: Diligently follow daily task checklists, fulfill administrative tasks, read and update logbooks, and share daily activity highlights with the supervisor.

C. Compliance and Professional Conduct

• Confidentiality: Strictly respect the privacy of the guests and the confidentiality of all information.

• Commercial Awareness: Maintain knowledge of local competitors and gather information about their activities and sales.

• Compliance: Comply with local legislation and ensure adherence to all hotel rules, regulations, and policies relating to Fire, Hygiene, Health, and Safety.

• Punctuality & Appearance: Report for duty punctually, wearing the correct uniform and name tag, and maintain a high standard of personal appearance and hygiene.

• Flexibility: Be flexible and prepared to extend job duties or be redeployed to alternative departments/areas to meet critical business demands.

Job Specifications

• Education:

- High School Diploma or equivalent.

• Experience:

- Minimum of 1 year of experience in Reservations within a luxury or high-end hotel environment.

-Experience using hotel reservation systems and Property Management Systems (PMS).

- Knowledge of hospitality industry standards and reservation processes.

• Skills:

- Proficient in Microsoft Office applications. Familiarity with reservation systems, OTAs, and GDS platforms.

- Strong reporting and administrative skills.

- Full working professional proficiency in English; additional languages are a significant asset.

- Communication & Interpersonal: Excellent interpersonal and communication skills essential for sales conversion and guest interaction.

- Customer Service: Highly service-oriented, flexible, resourceful, and self-motivated.

- Administration: Excellent analytical and administration skills for managing complex booking data.

- Problem Solving: Ability to diagnose problems quickly and accurately and recommend and execute required solutions.

- Strategic Capacity: Ability to coordinate, prioritize, and oversee multiple tasks and to plan and assess problems effectively.

- Negotiation: Proven ability to negotiate effectively in a sales environment.