The Reservations Agent is responsible for actively converting room enquiries into confirmed business, whilst providing an exceptional call experience to all callers. The Agent’s demeanour should reflect the quality of the hotel to our potential guests and callers. A positive, professional attitude, knowledge of the hotel and a strong attention to detail are traits which our agents are required to have.

• - Works closely with the Revenue & Reservations Manager to develop a greater understanding and knowledge of the reservations process and the importance of superior guest service. Works to maximize hotel revenue, under the guidance of the Revenue & Reservations Manager
• - Reviews reservation policies and procedures periodically, identifying means of increasing productivity and efficiency within the reservations office. Communicating improvement ideas to the Revenue & Reservations Manager, working together as a team to implement improvements.
• - Takes a proactive approach to daily reservation department activity, anticipating potential opportunities to improve the overall efficiency of the department.
• - Provides an exceptional call experience to all callers by being informed, efficient and intuitive during the call process.
• - Input and updates reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments.
• - Possess a sales-oriented attitude, maximizing sales, occupancy and room rates as well as upselling all aspects of the hotel. Possess a complete knowledge of all suites, hotel facilities and promotions as well as the local area and closest competitors. Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation.