Reservations Agent

KEY RESPONSIBILITIES:

Operations

• Handles reservations calls (new booking, existing booking, enquiries, etc.) ensuring utilisation of and adherence to the Quality guidelines as required by Clients.
• Ensure all guests are aware of operational policies – credit card, cancellations, car parking and check in/check out times, etc.
• Sell from the highest room category down on every enquiry. Sell all rooms at a rate that maximises owner returns and management commission and upsell property facilities (parking, breakfast, etc.)
• Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities.
• Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.
• Track sales promotions/advertising in CMS as required & advised in Promotional Advice.
• Ensure all marketing information (source, region, market and origin fields) is entered correctly to ensure the effective tracking and reporting of the information required.
• Send daily report to supervisors of all statistical information as required in the policies and procedures.
• Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.
• Carry out any additional duties as required by the Revenue Managers, CRO Manager, and Director of CC Operations or Director of Revenue, Distribution and Business Intelligence.
• Enter confirmed reservations into CMS, ensuring all Guest Information & Data Fields are accurate.

Communication

• Ensure that communication with customers, employees and others is honest, open and professional.
• Foster a harmonious relationship between properties and the Central Reservations Office.
• Notify the CRO Manager, and Director of CC Operations, Supervisors, RMs or DRDBI of any issues immediately as they arise and provide appropriate solutions.

Health and Safety

• Take reasonable care for your own health while at work and ensure that your acts or omissions do not adversely affect the health and safety requirement of the account.
• Cooperate with any health and safety regulations in the workplace.
• Be familiar with all emergency procedures, operate pursuant to them and attend training as necessary.
• Be vigilant of hazards and risks within the workplace that could cause harm, immediately advise the CRO Manager, and Director of CC Operations, Supervisors, and RMs so they can take steps to remove or reduce the risk to workers.
• Ensure all injuries, accidents or near miss incidents are reported to the CRO Manager, and Director of CC Operations, Supervisors, RMs or DRDBI and other relevant departments on the Incident Report as soon as practicable.
• Support all approved return to work and rehabilitation programs.