Reservations Agent

DEPARTMENT

Client Services

POSITION

Reservations Agent

GRADE

F

REPORTS TO

Head of Reservations, Assistant Head of Reservations

POSITION OVERVIEW

GENERAL

Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort's business goals of profitability and service quality.

Establishes and maintain effective and positive relationships within the team as well as other departments.

Complies with the resort's Health and safety, Hygiene policies as well as all other resort policies and procedures.

Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible.

JOB FUNCTIONS

Communication

Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other.

Budgets

Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these.

Standards

Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements.

Controls

Maintains an understanding of the controls in place that monitor performance of the Department.

Structure

Respects the organisational structure in place and the duties and responsibilities of all team members.

Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives.

Team

Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience.

Delivery

Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

Responsible for all stock and the care and control of all professional equipment within your working environment.

Responsible for the cleanliness and presentation within your working environment in accordance with set standards.

Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation.

Responsible for escalating any complaints to the Department Manager immediately, providing full details.

Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

Responsible for all stock and the care and control of all professional equipment within your working environment.

Responsible for the cleanliness and presentation within your working environment in accordance with set standards.

Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation.

Responsible for escalating any complaints to the Department Manager immediately, providing full details.

To be responsible for helping to maintain a customer-focused culture which supports the values expressed on the Resort's Mission Statement and the Resort's business goals.

To report for duty properly dressed in the assigned uniform and well groomed.

To deal promptly, efficiently and pleasantly with incoming calls, gaining the maximum information from the caller in order to appropriately sell and identify opportunities to upsell, achieving the best possible rate and maximum yield.

To achieve an average talk time daily of 2m30s and above. Keep in line with all other phone standards and policies including make busy time and call dumping.

To be confident and outgoing in your personality using the customer's name and building rapport at all times with the client in order to maximise the sale.

To encourage all guests to pre-book dinner, golf and spa requirements prior to their arrival, making appropriate notes in the profile.

To input reservations for rooms, golf tee times, spa and restaurant, amend bookings and process all forms of reservations, faxes, mail, e-mail, GDS and by any other method.

In the case of an enquiry where no booking is made, all turnaways are logged as per procedure.

Is well versed in spa packages, spa treatments, restaurant menus, restaurant special events, golf packages, golf tuition plus special promotions in all areas in order to be able to give appropriate information over the phone, up-selling at all times.

To ensure that the rate strategy is followed at all times, and up-sells at every opportunity

To respond to all enquiries and send out confirmations to all bookings within 24 hours working in line with the department standard.

To ensure that each booking is guaranteed and chase future bookings for guarantees to minimise last minute releasing and increasing opportunity to re-sell.

To create upsell opportunities during all occasions of customer contact.

To work on the Reservations Lobby Desk, approaching clients, building rapport and asking questions in order to open opportunities to assist them in booking additional activities and creating more revenue opportunity.

To create block reservations and be responsible for chasing confirmations and rooming lists as per company procedure.

To ensure all VIP's are highlighted to Head of Reservations and profile remarks updated.

To ensure all information on a guest is recorded, and that duplicate profiles are not made.

Takes deposits and prepayments when required as per Standard.

Process Gift Voucher orders using the online booking system and ensure clients are advised of all terms and conditions involved.

To ensure all duties from the checklist are completed daily and signed off.

To ensure all paperwork is filed daily in the correct places.

To understand and comply with company promotions and programmes.

To establish, promote and maintain good public relations and enhance sales for the resort at every opportunity.

To participate and give constructive input during departmental meetings.

To actively work toward achieving all budgeted and individual targets as set by the Head of Reservations.

To attend relevant sales meetings and training as required.

To action new sales initiatives introduced to the department, e.g. trough periods.

To actively participate in client hospitality events, i.e. secretarial evenings.

To adhere to the company credit policy.

To provide accurate information on daily arrivals for rooms, spa, restaurant and golf and ensure all contact with guests is logged within the profile.

To handover all information to the operational department prior to guests arrival.

To establish and maintain effective and positive relationships with his/her own team as well as with other departments.

To comply with Resort's Health, Fire and Safety and Hygiene policies as well as all other Resort policies and procedures. To report all situations which may represent a danger to guests or staff immediately to his/her supervisor and to take action to rectify the situation, if possible.

To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs.

To perform related duties and special assignments as and when required.

Training

Responsible for attending all required training as scheduled.

Leadership

Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience.

Is present for all briefings and debriefs conducted by the Supervisor on duty.

Team Building

Responsible for contributing to team building sessions both within and outside the resort.

Checking

Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required.

Evaluation

Contribute to compiling periodic reports based on the checking process.

Contributes to the analysis of information gathered and in proposing changes within the department.

Innovation

Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.