DUTIES AND RESPONSIBILITIES:
- Act as a main resource for reservation agents needing assistance or about achieving customer satisfaction.
- Ensure the reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc.
- Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service at all times.
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
- Answer guest inquiries about hotel services, registration of guests, shopping, dining, entertainment travel directions, etc.
- Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
- Assists and prepares in groups pre-arrival process and also prepares group rooming lists.
- Maintains a clean and organized work area.
- Attends all scheduled meetings as required with HOD’s or Sales team.
- Create and manage rates and packages configured on the Hotel software.
- Track all reservations picked up from all Online channels like hotel websites, OTA, GDS, another third party, etc.
- If there are failed reservations update the Hotel software and then process those reservations manually.
- Coordinate with the Channel manager, or software vendors for any availability, rate, or booking integration issues.
- Handle external systems like channel Managers, Web booking engines, Rate comparison tools, Online Travel Agents extranets, etc.
- Update No-shows and cancellations on all OTAs without fail to avoid any unwanted commissions.
- Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, Travel Agents Etc.)
- Adjust rates according to suggestions from Yield or Revenue management systems.
- Verify all reservations taken on the reservation forms are updated on the PMS without fail.
- Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
- Verify if each reservation request is processed as per the hotel standards and without delay.
- Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
- Process retentions, no-shows, and cancellations as per the hotel policy and procedures.
- Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
- Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits/guarantees.
- Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
- Keep records of room availability, rates, amendments, daily reservation pickup, rooms on the book, cancellations, no-shows, etc.
- Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival.
- All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
- Maintain department-approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables, and reservation letters.
- Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems Eg. Ideas.
- Ensure acceptable service levels and all statistical reports are sought and maintained.
- Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting, and forecasting purposes.
- Check forecasting reports based on statistics codes ( Market, Source, Rate Code, etc.), reservations that are wrongly tagged should be amended.
- Receive contracts detailing room allotments and create allotments on the hotel management system.
- Train newly recruited reservation staff in taking reservations, telephone etiquettes, reservation modules on hotel software, and processing emails.
- Ensure that Guest service agents at the front desk are also trained on reservations and checking hotel availability.
- Ensure deposit payment is taken in advance for all pay-at-hotel reservations eg: Direct reservations, OTA’s (Booking.com, Goibibo, Expedia, etc.)
- Determine work procedures, prepare work schedules, assign duties, and expedite workflow for reservation agents.
- Manage all aspects of the reservation department in the absence of a reservation manager.
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
