Reservations Agent

FINANCIAL RETURNS

• Maximise rooms revenue through upselling of rooms and hotel facilities, while making reservations.
  
• Champion accurate and timely rate loading for all contracted segments.
  
• Take ownership and follow up on in-house pseudo accounts to keep to a minimum.
  
• Ensure all refunds, no shows and deposits are handled accordingly to standards.
  
• Maintain an accurate events calendar for each market to assist with yield and pricing principles.
  
• Load and adjust wholesale / promotional allotments with appropriate release dates in partnership with the revenue management team.
  
• Monitor and load all group wash and materialization to best optimize inventory controls.
  
• Ensure all refunds, no shows and deposits are handled accordingly to standards.
  
• Champion OTA market manager connectivity including updating of content in conjunction with Marketing and Revenue priorities.
  
• Content – champion current and relevant content updates across hotel brand sites, OTA sites and third-party sites.
  
• Ensure accurate set up and use of PMS segmentation, source codes to optimize system data integrity.
  
• Maintain a regular cycle of briefings with each hotel around packages and promotions as well as group movements.
  
• Champion regular reporting needs including but not limited to rate code production and account volume.
  
• Maintain call conversion measurements and accurately track index.
  

PEOPLE

• Promote teamwork and quality service through daily communication and coordination with other departments.
  
• Actively participate in required training sessions and ensure that any pre and post course work is completed by the due date.
  
• Adhere to standards for presentation, grooming and punctuality.
  
• Perform detailed shift handover with oncoming shift where required.
  
• Develop and maintain cohesive working relationships within immediate team, and wider hotel teams.
  
• Cooperate, coordinate and communicate with other hotel departments as required.
  
• Attend and participate in department briefings, meetings, and training sessions as scheduled.
  
• Ensure the workspace is tidy and consider WH&S compliance.
  
• Communicate to his/her supervisor any difficulties with service, guest comments and other relevant information; follow complaint handling procedures for prompt resolution of challenges.
  

GUEST EXPERIENCE

• Assist in the efficient day-to-day operation of the Revenue Centre.
  
• Optimise hotel occupancy and average rate under the guidance of the Revenue Centre Operations Manager.
  
• Greet all guests in a friendly and helpful manner and attempt to learn and use guests name at every opportunity paying regard to the importance of rewards & loyalty members and other VIPs.
  
• Assist each hotel by highlighting and recognising VIPs and loyalty members through in-house reporting, comments and updating comments in PMS and merging guest profiles.
  
• Respond to guest reservation needs and resolve related problems in an appropriate timeframe with acceptable service recovery.
  
• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests.
  
• Attend to all guest queries and requests promptly, for example providing confirmation information, follow up on room allocation requests, etc.
  
• Knowledgeable of all special promotion procedures for programs such as seasonal packages, frequent flyers programs, and loyalty programs.
  
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIPs and other key guests, or other special guest needs.
  
• Champion regular central reservation office connection, including monthly briefing on products, events, and promotions
  

RESPONSIBLE BUSINESS

• Maintain exemplary department standards of behaviour and appearance and attitude as expected by Pro-invests code of conduct.
  
• Assist with the property management systems (PMS) in emergency situations and ensure you consider the safety and security of team members and hotel guests as well as oneself.
  
• Maintain all procedures and adheres to them within the Pro-invest Hotels guidelines with emphasis on hotel credit policy.
  
• Demonstrate awareness and understanding of WH&S policies and procedures.
  
• Assist the Emergency Response Team to prepare for emergency procedures upon advice from relevant authority that cover such emergencies as fire, power outrage, bomb threat, cyclone warnings, etc.
  
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures.
  
• Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommend and implemented corrective actions as required, to prevent or minimise the chance of
  
• recurrence.
  
• Ensure compliance to all Pro-invest security and safety standards. Including cyber/technology security such as password security.
  
• Strictly adhere to company policy concerning the Trade Practices Act, gifts & bribery & data privacy regulations.
  
• Clock in / clock out as per correct procedures, on a daily basis.
  
• Perform other duties as reasonably assigned.