وصف الوظيفة
Role Overview
Reservations Agent at Anantara Al Jabal Al Akhdar Resort, Anantara Hotels & Resorts, a global luxury hotel and resort brand rooted in Thai culture.
Company Overview
Anantara Hotels & Resorts is a global luxury hotel and resort brand founded in 2001 in Thailand, rooted in Thai culture with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning 'without end', the brand embodies freedom, movement, and harmony. The company operates across the world in some of the world's most captivating locales—from pristine beaches and private islands to ancient sites and vibrant metropolises.
Role Purpose
The Reservations Agent manages guest reservations and inquiries, applying comprehensive system knowledge and product expertise to deliver prompt, caring hospitality while maximizing sales opportunities and maintaining hotel and company standards.
Key Responsibilities
Reservations Management
- Process room and group reservations in accordance with hotel procedures.
- Confirm all reservations and requests correctly and within 24 hours.
- Understand and apply the 6pm release action and guarantee procedure.
- Answer all incoming calls to reservations as per hotel standards.
Systems & Operations
- Operate Opera or any other system in use and maintain awareness of guest profiles through the system.
- Check online reservations on CRS and other extranets two to three times daily if not interfaced.
- Ensure information received by fax is inputted and tallies with computer records.
- Maintain filing on a daily basis and set up new files when necessary.
- Ensure the fax machine is checked and correspondence is placed in the in-tray at the start of the shift.
Sales & Revenue Management
- Show complete product knowledge and understand rate structure and rate management.
- Maintain thorough knowledge of current rates and promotions.
- Promote up-sells and cross-sells at all times.
- Identify and communicate sales leads to management.
- Positively contribute to sales activities within the hotel and maximize sales opportunities.
- Assist the Reservations Manager with weekly and monthly reports.
- Update rates and availability on all channels.
Guest Service
- Promote a helpful and professional image to clients and give full cooperation to customers requiring assistance.
- Demonstrate a prompt, caring and helpful attitude.
- Anticipate clients' needs.
Compliance & Administration
- Ensure all administration procedures are maintained to hotel and company standards.
- Understand the Hotel's Credit Policy and ensure it is applied.
- Prioritize work daily.
Development & Flexibility
- Attend training sessions when required and operate in line with training and information received.
- Cooperate in the performance of any reasonable task requested by management.