Job description
A Reservations & Groups Agent will serve as the main contact for room reservations at the hotel; and therefore, must offer an excellent service and influence the Guest decision to stay at the property.
What will I be doing?
As a Reservations & Groups Agent, you will serve as the first line of inquiry for room reservations within the hotel, individual and group reservations. A Reservations & Groups Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations & Groups Agent will perform the following tasks to the highest standards:
Convert, quickly, inquiries into contracted business
Respond, positively, to sales inquiries to develop future sales leads
Identify sales leads, as appropriate
Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation
Provide prompt and efficient service while maintaining the hotels brand standards
Manage telephone and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times
Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
Produce quotations and written confirmation to all clients
Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
Ensure bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate, and Reservations policies and procedures are followed to ensure Guest satisfaction
What are we looking for?
A Reservations & Groups Agent is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Good organisational and administration skills
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
Confident telephone manner
High level of IT skills
Excellent grooming standards
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Knowledge of the hotel property management systems
Previous experience in the Reservations/Sales function within the hotel/leisure sector
Relevant degree or other qualification in a business discipline
Portuguese speaker (Mandatory)
