وكيل الحجز

Hilton

As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:

• Responding to all enquiries in a highly professional & personalized manner.
• Reservations Agent should be offering the most suitable room types and curate the experience based on guest preference.
• Answer both internal /external calls as per Brand standard and FORBES.
• Should know and able to describe the booking terms and policies for various packages.
• Ensure that all reservations requests are processed with quality along with all information obtained should be updated and shared with relevant department.
• Handle modification or cancellation enquiries from guests and partners. Building and maintain strong relationship with partners, regular bookers, repeater.
• Performing Quality checks on arrivals and Reservations entered previous day to ensure that all necessary information s including billing, VIP levels, preference, act updated as per Standard.
• Upselling Higher room types.
• Review No-show and Late cancellation and action accordingly. Understand the business trends and take calculated risks when required.
• Handle all incoming emails related to reservation promptly as per standard response time.
• Up to date knowledge about the ongoing promotions and hotel offerings provide accurate and efficient information to guests.
• Record keeping of all reservations correspondence including complimentary/ House Use Forms, LPO s, Voucher stays etc.
• Follow-up payments for reservation which require prepayments. Eg. Advance Deposits, Travel agent reservations with cash payment basis.
• Resolve guest issues and act as point of contact. In case of escalation needed, should be done immediately.
• Closely work with commercial team and participate in business meeting whenever needed.
• Handle Group reservations (If applicable) including creation of SRP s, Group Master, rooming list, build package.
• Brief understanding and process of Package elements and distributions.
• Collaborate with other departments including Front Office, Commercial, and Finance etc.
• Keep open communication with the Reservations Manager and proactively highlight any operational challenge, guest complaints, initiates etc.