Cluster Reservation Agent Rosewood Hotels and Resorts

Job Summary

To respond to all reservation requests in an engaging manner with the aim of converting each request into a confirmed booking using the selling strategy set by the hotel. Ensure all necessary paperwork and administration is in place for each reservation taken and information is updated accurately in the property management system and/or table management system.

Essential Duties and Responsibilities

• Respond to all telephone/message enquiries in an engaging manner whilst also adhering to the hotel's standards with the aim of converting the enquiry into a booking.
• Ensure that all message/email reservations are processed within 10 minutes, and confirmation is sent within 2 hours (except overnight), using grammatically correct English free from spelling mistakes.
• Process room and/or outlet reservations requests received from sales team, agents and/or guests directly whether via email/messaging channels etc.
• Ensure a valid method of payment is in place for all reservations input into the property management system and alert the management team to any potential issues with payment in a timely fashion.
• Possess a thorough knowledge of the hotel product and services and use appropriate verbiage in their description.
• Possess a thorough knowledge of the different rates/packages/promotions offered by the hotel for rooms and restaurants including their terms and conditions.
• Enforce and adhere to the hotel/outlet cancellation policies and ensure any related charges are processed on the day incurred.
• File reservations correspondence as per the hotel standards and ensure the filing system is ordered and tidy.
• Possess a comprehensive knowledge of the Opera property management system and the relevant sections of the Synxis central reservation system.
• Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservations details in order to input reservations into the property management system and verify bookings as part of an arrival check.
• Conduct daily arrivals checks for future dates as outlined in the department s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.
• Complete all tasks outlined on the relevant shift check list and sign off when all have been finished.
• Identify new corporate or new agents in contact with the hotel and pass to the Sales team as these represent potential business for the future.
• Have knowledge of the duties of all other departments within the hotel particularly those who frequently interact with the reservations team, specifically Guest Relations, F&B, Accounts and Sales.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Follow department SOPs and contribute to improvement of operations and/or guest satisfaction.
• Participate in familiarization trips and menu tasting as required.
• Understand the department goals and projections for rooms and outlets.
• Be aware and adhere strictly to all health & safety procedures.
• Maintain a neat and clean personal appearance and adhere to the hotels wardrobe and grooming standards.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Be a brand ambassador at all times and ensure brand integrity and clarity are always maintained.
• Model the company s culture, vision, mission and core values at all times.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and employees, unless otherwise stated.