Reservations Agent

Company: Ocean Hotels Barbados

Summary: Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information as well as respond to correspondence and requests from guests. Carry out administrative tasks as requested by Group GM and Sales and Marketing Manager.

Primary Tasks

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards using the 5 diamond AAA standards, maintaining positive guest relations at all times and resolving guest complaints in a prompt and efficient manner ensuring guest satisfaction.

Product Knowledge

• Reservations: Maintain complete knowledge of all hotel facilities/services, hours of operation, guest room layouts, bed types, decor, appointments and locations, room availability for any given day, restricted dates, rates and room types, all room rates, packages and promotions.
• Knowledge and understanding of the hotel's contracts with Tour Operator partners for the purpose of checking rates.
• Knowledge of preparing Stop Sale Notices for each hotel.
• Timeshare: Knowledge of how to process accommodations charges for all members, read and fully understand the Bylaws of the Club and how these relate/impact the hotel operation, handle and respond to all member correspondences, process week reviews and provide information on unit use to the reservations department, report cancellations and blocks to the reservations department and RCI, prepare, collate and mail or e-mail timeshare newsletter on a bi-annual basis, conduct RCI Verification of weeks to be space banked, maintain accurate and organized database of all timeshare members.

Service Efficiency

• Answer telephone calls within 3 rings or 10 seconds, using the Triple AAA and LQA Benchmark standards.
• Confirm if the caller is a repeat guest and maintain and reference guest history information as necessary.
• Process all reservation requests, changes and cancellations received by phone, fax, mail, internally and through corporate reservations centres or travel agencies.
• Accurately obtain and verify all designated information to book a reservation, including guests' names, room category, room rate, length of stay, telephone number(s) and email(s).
• Input correct information into proper fields to inform other departments of pertinent information.
• Note any special requests, special occasions, guest preferences.
• Ensure all relevant information including cancellation policies, room rate and what is included in rate, is provided with all reservations and check-in policy are relayed and understood by guests.
• Advise guests on payment options and explain payment terms.
• Set up proper billing accounts and process advance deposits by credit card or wire transfer.
• Collect any other pertinent information and process confirmation letters.
• At the end of booking, repeat and confirm all booking details and provide guests with a reservation number or booking reference.
• Pass along any group request information to the Group Coordinator.
• Handle group requests and all related information as required.
• Process requests for mailing correspondence and package information.
• Compile and maintain information for daily/weekly/monthly reports as requested.
• Maintain accurate and organized database of travel agents and tour operators.

Sales Opportunities

• Offer at least two room types/rates during conversation with the caller.
• Attempt to "right sell" by offering a higher room category and/or package and highlighting its benefits.
• Find alternative solutions with the caller if the requested dates were unavailable.
• Ascertain if guests would require transportation arrangements.
• Offer assistance with other bookings such as dinner or spa reservations.

Website and Online Channel Management

• Ensure accurate inventory available for sale through all channels.
• Correctly and promptly load and check all requests for specials.
• Conduct regular rate comparison to hotels in the same competitive set.
• Maintain efficient correspondence with account managers in various online companies.
• Ensure all hotel information, images and related information is accurate and updated as necessary.
• Update all hotel website information including website specials.

Reporting

• Assist with reporting requirements for the sales and marketing department.
• Check invoices from travel agents, booking engines and other partners connected to reservations.

Emotional Intelligence

• Speak clearly and concisely to enable engagement with the guests.
• Ensure speech is well-paced and natural in conversations with guests.
• Utilize the caller's name during the telephone conversation to create personalized service.
• Be proactive to handle unexpected changes in guests' needs.
• Actively listen to the guests and minimize interrupting them.
• Exhibit empathy in challenging interactions.

Training and Development

• Attend and participate in any training programs as directed by the Human Resources team or Management Team.
• Attend Fire/Emergency Training Program and ensure understanding of the hotel’s and department’s fire and emergency procedures.
• Participate in performance evaluations with your leadership team.
• Review and understand the information contained within the Ocean Hotels Employee handbook.

Knowledge, Skills And Personal Attributes

• Knowledge: Minimum of four ordinary passes in CXC examination subjects or the equivalent, including English and Mathematics, or three years work experience in a four-diamond resort. Full competency in the use of computer systems and Windows applications including Word & Excel. Must be knowledgeable in the operation of Property Management Systems (PMS) software.
• Skills: People-oriented and friendly, great organizational and communication skills, detail-oriented, good interpersonal skills, good grooming and presentation, comfortable working with computers, great time management skills, ability to promote positive relations, ability to multitask efficiently, able to work with minimum supervision, demonstrate the capacity to maintain a high standard of customer service throughout your shift.
• Personal Attributes: Hospitality, creativity, reliability, compatibility, effective follow-up, flexibility, consistency, professional development, leadership.