Reservations Agent

The Reservations Agent is expected to perform (but is not limited to) the following tasks: . Handles reservations calls (new booking, existing booking, enquiries, etc.) ensuring utilization 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.
. Vigilant yield management - sell within rate ranges and ensure the highest rate achievable is sold. Sell peak rates at every available opportunity. Sell from the highest room category down on every enquiry.
. 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.
. Sell all rooms at a rate that maximizes owner returns and management commission and upsell property facilities (parking, breakfast, transportation arrangements, etc.
. Monitor last room availability & advise Rate Loaders to Stop Sell allocations of last rooms available through channel manager SiteMinder.
. Monitor all waitlisted reservations in CMS for assigned property - shuffle the reservations chart & allocate rooms where possible + hold rooms where necessary.
. 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 reports 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 Floor Manager, Call Centre Operations Manager, Reservations Coordinator, Revenue Managers or General Manager of Revenue.
. 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.
. Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.
. Foster a harmonious relationship between properties and the Central Reservations Office.
. Notify the Floor Manager, Call Centre Operations Manager, Reservations Coordinator, RMs or GMR of any issues immediately as they arise and provide appropriate solutions.