Reservation Agent

Assist customers with planning and booking reservations. Answer telephone and email inquiries in a timely manner with accurately and neatly. Providing hotel product knowledge to guest correctly and appropriately.

Operations

o Providing information and reservations to guests, including upselling special packages, upgraded rooms and cross-selling different services throughout the property.

o To handle the reservation correspondence, conversation accurately and neatly.

o To ensure that all reservations are reconfirmed within 24 hours in a good command of English according to brand service standard via the proper channel.

o Monitor VIP’s reservation by ensuring all guest requests are carried out and communicated.

o To ensure that we have received prepayment when required, voucher from travel agency including updated rooming list of all groups prior to arrival.

o Handle suggestions and complaints by customer/tenants/guests and refer requests/complaints to department head and/or relevant department to ensure they are dealt with promptly and efficiently.

o To ensure that all reservations are entered accurately and work updates maintained consistently.

 Coordination

o To work as a team with colleagues across all departments to deliver the highest quality of service on all occasions.

o Work closely with the Operation team, Front Office and Accounts to ensure a smooth, accurate and efficient guest experience on check-in, meal plan, value inclusions and promotion or package offers, rates and billing.

 Training

o Ensure available technology is fully utilized and understood according to ONYX standards; in depth knowledge of Property Management System (PMS) is required.

o To be familiar with the facilities and services offered by the property.

 Miscellaneous

o To ensure that all reservations supplies are available and requisite such supplies whenever necessary.

o Maintain the cleanliness and neatness of the reservation area. Utilize free time cleaning and tidying work area.

o Management of daily, weekly and monthly reports and projects as defined and requested by Line Manager.

o Prepared to perform any other tasks as assigned by Management.

o Maintaining high standards of data quality through regular system maintenance. And to ensure that all reservations are entered accurately and work updates maintained consistently.