Reservation Agent
Accor · Phu Quoc
Job Description
- Identify reservation needs and determine appropriate room type
- 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 all reservations into the computer, recording all pertinent information and attend to enquiries, complaints and requests regarding reservations
- Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
- Follow proper escalation procedures when addressing guest concerns.
- Process and confirm guest room reservations made by clients on the phone, letter or fax
- Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
- Show complete product knowledge, understand rate structure and apply rate management
- Maintain established filing system for all correspondence and collate reports as required by Reservation Manager or Supervisor
- Promote and maintain good public relations and endeavors to maximize business
- Maintain an accurate room status at all times
- Ensure all incoming calls are answered as per hotel standards; information received by fax is inputted and check constantly the incoming e-mails
- Develop and maintain positive working relationships with others.
- Comply with quality assurance expectations and standards.
- Perform other reasonable job duties as requested by Supervisors.
Qualifications
- Diploma education
- Minimum 1 year of experience in a similar capacity or preferably in the area of guest services/tele-marketing
- Excellent reading, writing and oral proficiency in English language
- Proficient in MS Excel, Word, & PowerPoint
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