AddressPosition Summary
The core purpose of the reservations agent is to support the reservations manager through thorough and effective execution of all reservations related tasks as well as front & back of house operational duties. This involves responding to all queries whether it by email, phone or in-person maximising profitability, occupancy, service delivery, safety, efficiency, cost, whilst exceeding customer expectations. You will also be involved in reservations management and administration, dealing with guests, Online Travel Agencies (OTA’s), property managers, property reception staff, and other stakeholders. You will consistently have the guest experience in the forefront of your mind, consciously looking for ways to enhance the guest experience. With a focus on an exceptional guest experience, as a reservations agent you will also nurture a 'Can Do, Will Do' attitude.
MAIN RESPONSIBILITIES
Leadership & Culture
•Ensure effective communication of operational and business-related information.
• Ensure that personal targets (scorecards) are achieved, and performance expectations are met.
• Ensure achievement of defined key performance criteria.
• Lead a culture that values equality, fairness, and transparency, and zero tolerance for bullying, discrimination, and harassment.
• Adherence to SOPs (Standard Operating Procedures).
• Compliance with company / client procedures and regulations including OH&S Act, Work cover legislation, Corporate and Departmental policies.
• Completing regular quality checks including self-audits.
Operational
•Responding to all queries (Email, phone, in person) within a maximum of 24 hours of being received.
• Ensure all bookings are maximised by employing sales strategies and building a relationship with the guests to convert as many enquiries as possible.
• Ensure proper management of all bookings from enquiry/booking to arrival, including the data integrity and informational correctness of the bookings at all properties under management.
• Ensuring customer service & guest satisfaction is of the highest priority, achieving the highest star rating.
• All complaints actioned immediately and escalated to the reservations & property managers for immediate action.
• Effective communication of the booking information with all property stakeholders, including guest requests and arrival times.
• Pre-arrival checks and communication with all guests to serve as an informational reminder of booking.
• Build strong relationships with all stakeholders and regular contacts, including management, other staff members, property managers, guests, and contractors responding to all requests in a timely fashion as per KPI's.
• Maintain an exceptional personal standard of service toward all internal and external stakeholders.
• Promote and ensure the effective implementation of new initiatives/products/services.
• Exceed all key performance indicators.
• Detailed handovers as required.
• Ensure all records are kept up to date and easily accessible on SharePoint for management.
• Other duties as required - the above listed duties does not limit what may reasonably be requested.
Commercial / Financial
• Take booking deposit and final balance payments as per terms and conditions and followed up within 24 hours for all properties under management.
• Assist in achieving monthly and yearly revenue budgets for all properties under management employing efficient sales techniques to maximise booking conversion.
• Continual monitoring of revenue, revenue budgets, and booking ADR’s to ensure if issues arise, they are identified by you and brought to the attention of management to correct.
• Monthly OTA reconciliations completed on the last working day of the month.
MEASUREMENTS/KPIs AND QUALIFICATIONS AND COMPETENCIES
KPI’s
•Have a sales & relationship approach to dealing with clients to build on repeat business opportunities and to ensure that enquiries are converted, aiding in achieving revenue targets.
• All booking deposits and final balances processed as per terms and conditions and followed up within 24 hours for all properties under management.
• Proper management of all bookings from enquiry/booking to arrival, including the data integrity and informational correctness of the bookings at all properties under management.
• All deposits and balances processed as per booking terms and conditions.
• Pre-arrival checks and communication with all guests to serve as an informational reminder of booking.
• All reports checked daily, and discrepancies followed up.
• Reservations daily checklist completed every day by 5pm.
• Detailed handover email sent as required.
• All emails and queries are responded to within 24 hours and phones answered with 5 seconds of ringing.
• Exceeding standard operating procedures (SOP) in all areas of responsibility.
• Ensuring customer service & guest satisfaction is of the highest priority, achieving the highest star rating.
• All complaints actioned immediately and escalated to the reservations & property managers for immediate action.
Qualifications and Competencies
• Experience in a fast-paced, service operation.
• Understanding of OH&S framework, practices, and principles.
• Advanced MS Word, MS Excel, and E-mail skills.
• Advanced PMS skills.
• Results orientated.
• Excellent communication, presentation, and interpersonal skills.
• Exceptional personal presentation
• Strong planning and organisational skills.
• Strategic thinking.
• Problem solving.
• Commitment to learning and growth.
