Reservation Agent - Urgent Hire

We are searching for an energetic Reservation Agent to join our awesome team at RAFFLES in İstanbul.
Growing your career as a Full Time Reservation Agent is a fantastic opportunity to develop useful skills.
If you are strong in people management, project management and have the right initiative for the job, then apply for the position of Reservation Agent at RAFFLES today!

Şirket Tanımı

PURPOSE OF POSITION

To provide an endlessly enchanting experience to all the in house residents through the raffles personal touch.

 

KEY ROLES & RESPONSIBILITIES

• Fully aware of Raffles Hotels & Resorts standard.
• Fully understands the difference of guest levels (VIP)
• Fully understands the difference of room categories.
• Adhere to the core values and the Brand dimension of Raffles Istanbul
• Attends daily briefings and notes all information about the Residents and functions in the hotel.

• Records the physical count of Mini bar items by updating the stock sheet at the beginning and at the end of the shift.
• Keeps track of all DND rooms that are due out for the day and keeps the butler

Coordinator informed for further follow up.

• Reports on any discrepancy from resident bar immediately to Head
• Takes print out of Daily sales report at the end of the shift and compares it with the mini bar floor sheet on correct postings.

• Ensures all the residents receive prompt and courteous service.
• Cleans and maintains all butler areas including occupied / non-occupied rooms, pantries, stores, equipments, perishables, stationary, etc.
• Checks the expiry dates of all perishables and practices optimum usage of resources.
• Liaises with In-room dining and checks on a regular basis to ensure amenities, resident preferences and other such points are taken care of and carried out flawlessly.
• Maintains appearance, discipline and efficiency at all times and understands that necessary action will be taken when found lacking in any of the above.
• Ensures that consumption of resident supply is under control
• Delivers the Raffles touch by exceeding the resident’s expectations and providing pro active personalized service.
• Practices up-selling of the hotel products and facilities.
• Adhere to the core values and the Brand dimension of Raffles Istanbul
• Ensure that repeat residents are met and greeted regularly and the profiles are updated.
• Provide long staying residents / Special attention residents / occasion celebrating residents with greater importance and take good care of them.
• Ensures all communication is carried clearly amongst the team / Head butler.
• Takes regular inventories of all items within the jurisdiction of butlers and informs the supervisor for any fresh stocks required.
• Attends daily briefing and notes all information about the residents and functions
• in the hotel
• Creates an environment which is congenial and ensures all team members are treated equally and with respect.
• Performs related duties and special projects assigned.
• Ensure the upkeep of all resident rooms and reports any maintenance faults / anything abnormal, to the supervisor immediately.
• Respects guest privacy and does not discuss any private information with other colleagues.
• Ensures all unattended valuables and belongings inside resident rooms are noted and Butler Administration Officer/Head Butler is informed about the same.
• Maintains all reports and records as per the directives Head Butler and respects the deadlines
• Takes initiative and provides all residents with pro active and personalized service
• Provides the third service to all residents and ensure all rooms / suites are tidied up after residents leave their room.
• Provides prompt laundry service, shoe shine service and ensures that special preferences of all residents are taken into consideration.
• Checks all items (Amenities, laundry, etc) before delivering to the residents.
• Provide balcony dinners and creates secret spaces for guests privacy and romance by thoughtful and caring service
• Offers various facilities and services in order to enable residents to enjoy their stay to the fullest
• Does not intrude into the private space of residents more than what is necessary.

 

PERSONAL ATTRIBUTES:

 

• Ability to motivate and lead
• Outgoing personality
• Team player
• Communications and analytical skills
• Positive attitude.

ESSENTIAL REQUIREMENTS:

 

Educational Requirements:

• Post-Secondary Education

 

Language Requirements:

 

• Advanced level of Turkish
• Advanced level of English
• Preferably a third language 

 

Experience Requirements:

• Minimum 3 years of experience in a similar capacity in a luxury hotel environment.
• Housekeeping, Food and Beverage or/and Guest Relations knowledge

 

Physical Requirements:

• The Head Butler should always be neat in appearance. The person should always wear a complete uniform within the standards set forth by the hotel management. Hair should be neat and should have a color that is within guidelines, which means no unnatural hair colors. A female Head Butler should wear makeup that is not overbearing, keeping the look simple, professional and natural. She should make sure her fingernails are clean with no visible tattoos and no earrings on parts of the face other than the ears. She should wear only a pair of stud earrings on her earlobes (men should not wear earrings at all). 

İş Tanımı

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.

Nitelikler

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.

Benefits of working as a Reservation Agent in İstanbul:

● Learning opportunities
● Advancement opportunities
● Advantageous package