Reservation Agent - Hiring Urgently

We are searching for a brilliant Reservation Agent to join our exceptional team at in İstanbul.
Growing your career as a Full Time Reservation Agent is a great opportunity to develop exceptional skills.
If you are strong in critical thinking, people management and have the right personality for the job, then apply for the position of Reservation Agent at today!

PURPOSE OF POSITION

Handle customer calls inquiries pertaining to room reservations, with a focus on revenue maximization and quality. Divert the telephone traffic to the related departments in line with FRHI Brand standards.

KEY ROLES & RESPONSIBILITIES

• Understand the key principles of FRHI Pricing Strategies and Revenue Management
  • Retail, Corporate, Leisure, Group, Other
  • Rate Restrictions, hurdles and availabilities
  • Maximize rooms revenue through the conversion of telephone calls into sales
• Utilize effective upselling techniques
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
• Be fluent on all hotel products and services
• Handle faxes and emails pertaining to rooms reservations
• Handle the telephone traffic to other departments.
• Take and deliver the wake up calls for hotel guests.
• Handling guest requests & complaints on the phone, divert them to the related departments when necessary.
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right customer at the right time
• Handle customer queries and complaints relating to Rooms Reservations
• Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with FRHI Core Reservation Standards
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Create hierarchies/relationships between Corporate Accounts
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS / S&C.
• Be involved in all property PMS Conversions
• Complete understand and effective use of the Hotel’s telephone system
• Maintain the Reservation correspondence
• Support the Reservations Manager and/or Revenue Management leader with special projects as required.

PERSONAL ATTRIBUTES

• Strong interpersonal skills with attention to detail
• Strong written and verbal communication skills
• A team player with a positive attitude
• Self-motivated, creative and confident, with a highly energetic personality
• Creativity, Stress Management, Self-Development
• Ability to handle multiple tasks
• Ability to meet deadlines consistently
• Must be organized and ability to work and follow systems and procedures
• Must be adaptable to change of strategy, ideas, systems etc.
• Must be guest service oriented

Educational Requirements  :

• Degree/Diploma in Training and Development or Hotel Management

Language Requirements:

• Fluency in Turkish written & spoken
• Fluency in English written & spoken
• Additional language knowledge is preferred

Experience Requirements:

• Strong experience or adaptable training in the use of automated systems, PCs and office products, e.g. Excel, Word
• Strong knowledge of Opera & Microsoft Office
• Minimum of 1 year experience in Hotel or Resort, as Reservations Agents.
• Understands the local culture and have worked in the region.

PURPOSE OF POSITION

Handle customer calls inquiries pertaining to room reservations, with a focus on revenue maximization and quality. Divert the telephone traffic to the related departments in line with FRHI Brand standards.

KEY ROLES & RESPONSIBILITIES

• Understand the key principles of FRHI Pricing Strategies and Revenue Management
  • Retail, Corporate, Leisure, Group, Other
  • Rate Restrictions, hurdles and availabilities
  • Maximize rooms revenue through the conversion of telephone calls into sales
• Utilize effective upselling techniques
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
• Be fluent on all hotel products and services
• Handle faxes and emails pertaining to rooms reservations
• Handle the telephone traffic to other departments.
• Take and deliver the wake up calls for hotel guests.
• Handling guest requests & complaints on the phone, divert them to the related departments when necessary.
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right customer at the right time
• Handle customer queries and complaints relating to Rooms Reservations
• Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with FRHI Core Reservation Standards
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Create hierarchies/relationships between Corporate Accounts
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS / S&C.
• Be involved in all property PMS Conversions
• Complete understand and effective use of the Hotel’s telephone system
• Maintain the Reservation correspondence
• Support the Reservations Manager and/or Revenue Management leader with special projects as required.

PERSONAL ATTRIBUTES

• Strong interpersonal skills with attention to detail
• Strong written and verbal communication skills
• A team player with a positive attitude
• Self-motivated, creative and confident, with a highly energetic personality
• Creativity, Stress Management, Self-Development
• Ability to handle multiple tasks
• Ability to meet deadlines consistently
• Must be organized and ability to work and follow systems and procedures
• Must be adaptable to change of strategy, ideas, systems etc.
• Must be guest service oriented

Educational Requirements  :

• Degree/Diploma in Training and Development or Hotel Management

Language Requirements:

• Fluency in Turkish written & spoken
• Fluency in English written & spoken
• Additional language knowledge is preferred

Experience Requirements:

• Strong experience or adaptable training in the use of automated systems, PCs and office products, e.g. Excel, Word
• Strong knowledge of Opera & Microsoft Office
• Minimum of 1 year experience in Hotel or Resort, as Reservations Agents.
• Understands the local culture and have worked in the region.

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Benefits of working as a Reservation Agent in İstanbul:

● Company offers great benefits
● Company offers career progression opportunities
● Advantageous package