Reservations Agent

at  AMAN

Location:
This position is located at our (corporate office / property XXXXX) in (Place), (Country).
Overview:
The Reservations Agent is responsible for handling, from beginning to end, the process of making reservations via multiple channels in a time efficient and professional manner based on Aman standards. Responsibilities include but are not limited to, understanding Revenue related manners at a basic level, assisting other departments on a need be basis, supporting immediate supervisor in case of absence.

Responsibilities:

• Satisfying guest needs and exceeding their expectations by projecting a positive hotel image through proper grooming, appropriate verbal communication, and taking responsibility of guest needs.
• Handling inbound/outbound reservation inquires including new, modifications, cancellations, and billing to describe advanced deposit payments and refunds as required.
• Ensuring proper follow up to guest concerns and sharing and disseminating pertinent guest information to appropriate departments or managers.
• Becoming familiar and complying with all internal/external Amanera policies and procedures
• Performing other duties as assigned by management.
• Focus on the full guest experience by utilizing conversational and professional language, interpersonal skills, inter-departmental knowledge and technology.
• Maintains full knowledge of hotel suites and guest rooms, rates, packages/programs, experiences, amenities, facilities, outlets and services.
• Handle and personally ensure detailed recording of guest preferences in appropriate profile maintenance technologies.
• Understands and enforces hotel credit policies, billing procedures, routing instructions and payment methods. Collaboratively work with the Finance team to ensure guest billing is seamless and accurate.
• Ensure quick and accurate turn around on inquiries, with initial proposal to be sent out in max. 24 hours.
• Other tasks as assigned.

Qualifications:

• Proficient at Microsoft Office
• Knowledge of Opera System is preferred
• Two years of previous reservations or administrative experience is preferred
• Must have demonstrated professional communication both on the phone and in person

• Satisfying guest needs and exceeding their expectations by projecting a positive hotel image through proper grooming, appropriate verbal communication, and taking responsibility of guest needs.
• Handling inbound/outbound reservation inquires including new, modifications, cancellations, and billing to describe advanced deposit payments and refunds as required.
• Ensuring proper follow up to guest concerns and sharing and disseminating pertinent guest information to appropriate departments or managers.
• Becoming familiar and complying with all internal/external Amanera policies and procedures
• Performing other duties as assigned by management.
• Focus on the full guest experience by utilizing conversational and professional language, interpersonal skills, inter-departmental knowledge and technology.
• Maintains full knowledge of hotel suites and guest rooms, rates, packages/programs, experiences, amenities, facilities, outlets and services.
• Handle and personally ensure detailed recording of guest preferences in appropriate profile maintenance technologies.
• Understands and enforces hotel credit policies, billing procedures, routing instructions and payment methods. Collaboratively work with the Finance team to ensure guest billing is seamless and accurate.
• Ensure quick and accurate turn around on inquiries, with initial proposal to be sent out in max. 24 hours.
• Other tasks as assigned