JOB DESCRIPTION

Job Title: Reservations Agent
Department: Sales and Marketing
Reports to: Business Development Manager

SUMMARY OF FUNCTION
Responsible of facilitating service to the guests to the set standards, in line with hotel policy achieving the highest possible guest satisfaction.

DUTIES & RESPONSIBILITIES

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue.
• Input and access data in reservation system.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors

GENERAL RESPONSIBILITIES

• To attend any meeting or training sessions as required by management.

To be conversant with:

• The Hotel Fire Procedures
• The Hotel Security Procedures
• The Hotel facilities and attractions
• The Hotel Health and Safety Policy and Procedures
• Hotel operation standards and departmental procedures
• Methods of payment accepted by the Company (cash handling staff only)
• Current Licensing regulations (Food and Beverage Service department only)

To adhere to the company’s policies and procedures for quality, environment and food safety.

QUALIFICATIONS

• High school graduate or equivalent. (Degree in hotel management is a plus)
• 2+ years’ experience in Reservations in the Hospitality Industry
• Excellent Knowledge of English Language (Greek & Russian Language is a plus)
• Excellent Communication Skills
• Excellent knowledge of MS Office (especially Excel, Word, Outlook)
• Excellent knowledge of Hotel Reservations System
• Customer-centric

Apply now by sending your CV to [email protected]