Reservation Agent (k/m)

Location:

Warsaw

Department:

Sales & Marketing 

Position:

Reservation Agent

Reports to:

Revenue Manager

To participate in all activities of the Reservations Department and handle the reservation process according to required standards. 

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Effective call management ensuring all procedures are complied with at all times ensuring the maximisation of revenue with each booking.
• Support the Revenue Manager on a daily basis to maximise RevPar opportunities.
• Ensure that administration duties are completed accurately and in a timely manner each day, to include correspondence checks, market segmentation tracking, deposits, traces and non-guaranteed bookings.
• Ensure the yield management strategy agreed by the Revenue Manager is applied to each reservation enquiry.
• Ensure market segmentation tracking is consistently followed and applied within the Company  Procedures.
• Effective No Show management to maximise occupancy and ensure full revenue capture, liaising with Revenue Manager.
• Ensure up sell targets are met as outlined by the Revenue Manager.
• Meet individual and team targets as set out by the Revenue Manager.
• Complete daily banking and ensure cashiers are closed at the end of each shift.
• Ensure effective email management is carried out and all enquiries are responded to as outlined by  standards.
•  Ensure all filing and archiving is completed on a daily, weekly and monthly basis ensure effective utilisation of document management system.

Education:

Any combination of experience that provides the required knowledge, skills and abilities to effectively fulfill the duties of this job description.  High school diploma required.  College degree required.  

Experience:

Two years of experience in similar position. 

Computer Skill & Other Technical Skills:

Ability to utilize computer software and hardware as required.   

Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. Resort Radios, etc).

Communication:

Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.

Licenses or Certifications:

n/a

Other:

Must be customer-service oriented and have excellent hospitality skills.