Reservation Agent

Position Description - Reservation Agent
YOUR PLACE
Show your passion for delivering exemplary customer service by adopting the ‘Go MAD’ philosophy, striving to make each “group stay” experience exceptional and memorable. Demonstrate your persuasive selling skills to maximise reservations for the hotel, ensuring timely responses at maximum conversion, yield management and effective distribution of inventory.
Department Front Office
Reports to General/Hotel Manager, Executive Assistant Manager, Reservations Manager
Role Classification Individual Contributor

YOUR NETWORK
Internal Senior Managers, Reservations, Housekeeping, Maintenance and all team members across all departments
External Customers, potential customers, visitors, vendors and contractors

WHAT TO EXPECT
Reservations
- Actively contribute to the attainment of hotel objectives and targets as outlined by your manager.
- Ensure the accurate and up-to-date filing of all reservation requests, correspondence, and any other necessary paperwork.
- Control the taking of advanced deposits for future accommodation bookings.
- Possess knowledge of all room types, rates and services provided by the hotel, and maintain clear and concise communication with all departments and management, with regard to group room allocations, special requests and any other customer requirement.
- Assist with following up and processing ‘No Show’ reservations and the entering and maintaining of accurate company/VIP records.
- Assist with preparing next day arrival and cross checking all channels.
- Assist with entering third party website, wholesaler, inbound and FIT reservations and upsell special sales packages to guests.
- As required answer hotel switchboard phone and re-direct call efficiently.
- As required assist in maintaining of Airline Reservations, including invoicing.
- Ensure cross-selling of ‘sister’ hotels in the TFE hotels group wherever possible.
- Communicate new client leads to the sales department and keep informed of any sales or promotional activity and maintain the flow of information to all relevant team members.
- Handle complaints directed to reservations with tact and diplomacy, taking care to protect the interests of TFE hotels at all times, refer to or advise Hotel Management of all complaints received.
- Any additional duties or responsibilities as directed by management.

Groups Bookings
- Handle enquiries for group bookings and provide a reply or confirmation within a reasonable timeframe.
- Managing all communication regarding group reservations for the hotel and setup of group contracts.
- Responsible for the management of Conference/Incentive/Entertainment and Sports group blocks relating to inventory, payment and group setup.
- Action groups daily activities e.g. release dates, follow up rooming lists, payment schedule etc.
- Check contracts issued by the Head Office Sales Department and ensure the information corresponds to the block in the booking system.
- Prepare all group information sheets and communicate effectively to all involved stakeholders prior to the arrival of the group.
- Produce reports and statistics as requested, including group forecasts.
- Conduct Hotel group site inspections with detailed knowledge of the property and its current package.

Teamwork
- Attend and contribute to hotel team meeting and reservations and rates meetings as required.
- Support Front Desk operations during peak arrival & departure periods.
- Maintain clear and concise communications with all departments and management regarding special requests, customer requirements, and general hotel events.
- Assist other departments on busy days and complete any other duties as request by the department supervisor or manager to meet business demands.

Knowledge and Development
- Attend and actively participate in training programs as required.
- Put into practice in the business all TFE training that has been completed.
- Have solid understanding of revenue reporting program i.e. EZRMS.
- Knowledge of all room types, rates and services provided by the hotel, and be prepared to ‘sell’ at all times.
- Maintain up to date knowledge of all key events and what is happening in the city, as well as key information to assist guests e.g. tram/bus numbers and timetables.
- Demonstrate sound knowledge to deal with any issues that arise during the shift including relocating guests to sister properties if the hotel is overbooked.
- Have sound knowledge of all sister properties for purposes of cross selling.

Departmental Policies & Procedures
- Ensure the company code of conduct and team hand book are adhered to.
- Understand relevant departmental policies and procedures, and abide by these team member guidelines at all times.
- Adhere to TFE Hotels credit and account policies and procedures with respect to all cashiering and auditing functions, ensuring guest accounts are accurate and all charges are correct and posted prior to checkout.
- Maintain im