Reservation Agent Rosewood Hotels and Resorts

Respond to all telephone call inquiries engagingly whilst also adhering to the hotel's call standards to convert the enquiry into a booking.

Respond to email/fax inquiries within 6 hours from receipt using grammatically correct English free from spelling mistakes.

Process reservations received from wholesale agents and online travel agents, whether via email or fax.

Ensure a valid method of payment is in place for all reservations inputted into the property management system and alert the management team to any potential issues with payment in a timely fashion.

Possess a thorough knowledge of the hotel product and services and use appropriate verbiage in their description.

Possess a thorough knowledge of the different rates offered by the hotel, including their terms and conditions.

Enforce and adhere to the hotel cancellation policies and ensure any related charges are processed on the day incurred.

File reservation correspondence as per the hotel standards and ensure the filing system is ordered and tidy.

Possess a comprehensive knowledge of the Opera property management system and the relevant sections of the Synxis central reservation system.

Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservation details in order to input reservations into the property management system and verify bookings as part of an arrival check.

Conduct daily arrivals checks for future dates as outlined in the department s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.

Complete all tasks outlined on the relevant shift checklist and sign off when all have been finished.

Identify new corporate clients or new agents in contact with the hotel and pass them to the Sales team, as these represent potential business for the future.

Have knowledge of the duties of all other departments within the hotel, particularly those who frequently interact with the reservations team, specifically Guest Relations, Accounts, and Sales.

Have an understanding of the department goals and projections for average rate and occupancy levels.

Be aware and adhere strictly to all health & safety procedures.

Maintain a neat and clean personal appearance and adhere to the hotel's wardrobe and grooming standards.