JOIN OUR FABULOUS TEAM AT THE FARNHAM ESTATE SPA & GOLF RESORT AS A RESERVATIONS AGENT

We are currently seeking an Reservation Agent to join the team at Farnham Estate. The role of our Reservation Agent is responsible for actively converting bedroom enquiries into confirmed business, whilst providing an exceptional and t is responsible for actively converting bedroom enquiries into confirmed business, whilst providing an exceptional and personalised experience to guests.

REQUIREMENTS

Fluent in written & spoken English

• Experience working with Opera PMS System an advantage but not essential
• Knowledge of OTAs and other hotel related systems an advantage
• Attention to details and able to prioritize tasks
• Strong communication skills
• Self – motivated and continuously strive to better skills and increase knowledge.
• Able to work with minimal supervision

COMPANY CULTURE

At Windward Management, people are at the heart of success. The company nurtures a culture rooted in respect, collaboration, and a shared commitment to excellence. Employees are empowered to innovate and contribute to meaningful outcomes while enjoying a strong focus on work-life balance. Windward fosters professional growth through tailored development opportunities, ensuring each team member can achieve their career aspirations. This positive, inclusive workplace values individual contributions, encourages open communication, and celebrates success collectively. For hospitality professionals seeking a rewarding career in an environment where their efforts truly matter, Windward Management offers an exceptional opportunity to thrive.

COMPANY BENEFITS

Windward Management Limited understands the value of its people and offers a benefits package designed to support and reward its employees. Competitive salaries are complemented by a supportive work environment that prioritizes work-life balance and career development. Team members benefit from opportunities to learn, grow, and advance in their careers, with access to mentoring and professional training programs. The company places a strong emphasis on employee well-being, fostering a culture of mutual respect and collaboration. For candidates looking for a career that combines growth, fulfillment, and an opportunity to make an impact, Windward Management provides an ideal platform.

Understands and anticipates guest needs and requirements; intuitive understanding of individual preferences, adopting a proactive service orientation to address needs before they are expressed, and adapting communication skills to interpret verbal and non-verbal cues. The goal is to transform service interactions into personalised and memorable experiences, exceeding guest expectations.

• Provides an exceptional call experience to all callers by being informed, efficient and intuitive during the call process.
• Possess a sales-oriented attitude, maximising sales, occupancy and room rates as well as upselling all aspects of the hotel. Strive towards direct booking conversion and minimise cost of sales.
• Knows the selling status, rates, and benefits of all packages plans and determines room rates based on the selling tactics of the hotel.
• Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments.
• Handles daily correspondence and responds to inquiries in a timely manner.
• Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation; Possess a complete knowledge of all suites, hotel facilities and promotions as well as the local area and closest competitors

• Monitors advances deposit requirements and communicates with Front Office. • Ensures to conduct effective quality check on all reservations.

• Keeps record of all correspondence and makes sure that files are kept up to date.
• Identifies regular bookers and communicates details to Sales team for follow up.
• Maintains and modifies (where necessary) guest profile information to assist the entire hotel in providing exceptional guest recognition

ROLE/RESPONSIBILITIES:

Understands and anticipates guest needs and requirements; intuitive understanding of individual preferences, adopting a proactive service orientation to address needs before they are expressed, and adapting communication skills to interpret verbal and non-verbal cues. The goal is to transform service interactions into personalised and memorable experiences, exceeding guest expectations.

• Provides an exceptional call experience to all callers by being informed, efficient and intuitive during the call process.
• Possess a sales-oriented attitude, maximising sales, occupancy and room rates as well as upselling all aspects of the hotel. Strive towards direct booking conversion and minimise cost of sales.
• Knows the selling status, rates, and benefits of all packages plans and determines room rates based on the selling tactics of the hotel.
• Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments.
• Handles daily correspondence and responds to inquiries in a timely manner.
• Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation; Possess a complete knowledge of all suites, hotel facilities and promotions as well as the local area and closest competitors.

Processes cancellations and modifications and promptly relays this information to the Front office when needed.

• Update OTA extranets on any modifications, cancellations, and no shows as applicable, to ensure accurate commission reconciliation.
• Understands the hotel’s policy on guaranteed reservations and no-shows and ensures implementation.
• Tracks future room availability based on reservations.

• Monitors advances deposit requirements and communicates with Front Office. • Ensures to conduct effective quality check on all reservations.

• Keeps record of all correspondence and makes sure that files are kept up to date.
• Identifies regular bookers and communicates details to Sales team for follow up.
• Maintains and modifies (where necessary) guest profile information to assist the entire hotel in providing exceptional guest recognition.