Reservations Agent

Are you passionate and driven enough to fill our house? We’ve got first class rooms … your challenge is to fill them. Then why not come and join us at the Radisson Hotel Group to Make Every Moment Matter! where our guests can relax and enjoy the experience!

Our Reservations Team are natural organizers, sales driven with finicky attention to detail and totally tuning into guests needs. They are first class and strive to deliver a hospitality experience that is beyond expectation - creating memorable moments for our guests.

As Reservations Agent, you will join a team that is passionate about delivering exceptional service where we believe that anything is possible, whilst having fun in all that we do!

Interested then why not say Yes I Can! as we are looking for passionate people just like you!

POSITION PURPOSE

The Reservations Agent is responsible for providing exceptional customer service by assisting customers in choosing stay options, making reservations based on their requirements and budget, and ensuring a smooth booking process. This role involves effectively communicating with customers, processing payments, resolving any booking issues, and promoting additional services to enhance the customer's travel experience.

MAIN RESPONSABILITIES

1.   Reservation Excellence: Crafting Memorable Stays

• Assist customers in selecting travel options, including accommodations and transportation, based on their preferences and budget.
• Make reservations for customers, checking availability on their desired travel dates.

• Ensure accurate entry of customer information and reservation details in the system.
• Process customer payments securely and accurately.
• Send confirmation details to customers, including reservation information and payment confirmation.

 2.   Stellar Communication Prowess: Engaging Guests with Exceptional Service

• Respond promptly and professionally to customer inquiries, booking requests, and concerns via email, maintaining a courteous and friendly tone while ensuring clarity and accuracy.
• Prioritize urgent emails, demonstrate excellent written communication skills, and use a professional and customer-centric approach in all email interactions.
• Adhere to brand standards and guidelines when handling telephone calls, maintaining a professional and friendly demeanour throughout the conversation.

 3.   Customer Engagement: Creating Unforgettable Experiences

• Provide exceptional customer service by promptly responding to inquiries, addressing concerns, and answering questions about the reservation process.
• Anticipate guest requirements and attend to special requests in a professional manner, ensuring effective communication with relevant departments.
• Keep abreast of industry trends, hotel policies, and promotions to provide accurate information and recommendations to customers.
• Assist customers with amendments or cancellations to their reservations as needed.

 4.   Troubleshooting Ninja: Resolving Challenges with Finesse

• Address any issues or concerns that may arise with bookings or reservations promptly and professionally.
• Collaborate with relevant departments, such as the Front Desk, to confirm reservations and resolve any discrepancies.

 5.   Revenue Amplifier: Unleashing Potential and Igniting Growth

• Maintain up-to-date & comprehensive knowledge of hotel offerings, facilities, services, and amenities including published rate plans, promotions, room availability, pricing structures for different segments, and booking policies.
• Actively promote and educate customers on the benefits and advantages of making direct bookings by demonstrating expertise in promoting and conveying the unique selling points of the hotel to maximize guest satisfaction and revenue opportunities.
• Upsell when appropriate, providing information on available services or special packages.

 6.   Reservation Command Centre: Orchestrating Seamless Experiences

• Ensure strict adherence to data compliance regulations and maintain the highest level of confidentiality in handling guest information and reservation records.
• Assist in generating reports related to reservation performance, occupancy rates, revenue analysis, and booking trends.
• Continuously evaluate reservation processes and procedures, identifying areas for improvement and implementing streamlined workflows.
• Ensure compliance with brand standards, policies, and procedures related to reservations daily tasks, guest interactions, and customer service.

 7.   Synergy Champion: Harmonizing Excellence Through Collaboration:

• Collaborate with the Front Desk, Concierge, Sales, Finance and other departments to ensure smooth guest arrivals and departures.
• Maintain effective communication with daily shift handovers and provide support to colleagues to ensure a seamless customer experience.

  PROFILE REQUIRED

 Education

·         Bachelor’s degree in Hospitality Management or equivalent education required       

Experience      

Proven experience as a reservations agent or in a customer service role, preferably in the hospitality industry.

Key Competencies

·         Excellent communication and interpersonal skills.

·         Strong attention to detail and organizational abilities.

·         Proficient in using reservation systems and computer applications.

·         Problem-solving skills and ability to handle customer concerns with empathy and professionalism.

·         Sales-oriented mindset with the ability to upsell additional services or packages.

·         Ability to multitask and work effectively in a fast-paced environment.

·         Knowledge of local attractions and tourist destinations is desirable.

·         Proficiency in English (written and spoken). Additional language skills are a plus.

CAREERS
Join us in our mission to make every moment matter for our guests and be part of the most inspired hotel company in the world. At Radisson Hotel Group we believe that people are our number one asset. As one of the world’s largest hotel companies, we are always looking for great people to join our team. If this sounds like an ambition you share, then start with us.

To find out more about the Radisson Hotel Group, our Culture and Beliefs, then why not visit us at careers.radissonhotels.com.

Are you passionate and driven enough to fill our house? We’ve got first class rooms … your challenge is to fill them. Then why not come and join us at the Radisson Hotel Group to Make Every Moment Matter! where our guests can relax and enjoy the experience!

Our Reservations Team are natural organizers, sales driven with finicky attention to detail and totally tuning into guests needs. They are first class and strive to deliver a hospitality experience that is beyond expectation - creating memorable moments for our guests.

As Reservations Agent, you will join a team that is passionate about delivering exceptional service where we believe that anything is possible, whilst having fun in all that we do!

Interested then why not say Yes I Can! as we are looking for passionate people just like you!

POSITION PURPOSE

The Reservations Agent is responsible for providing exceptional customer service by assisting customers in choosing stay options, making reservations based on their requirements and budget, and ensuring a smooth booking process. This role involves effectively communicating with customers, processing payments, resolving any booking issues, and promoting additional services to enhance the customer's travel experience.

MAIN RESPONSABILITIES

1.   Reservation Excellence: Crafting Memorable Stays

• Assist customers in selecting travel options, including accommodations and transportation, based on their preferences and budget.
• Make reservations for customers, checking availability on their desired travel dates.

• Ensure accurate entry of customer information and reservation details in the system.
• Process customer payments securely and accurately.
• Send confirmation details to customers, including reservation information and payment confirmation.

 2.   Stellar Communication Prowess: Engaging Guests with Exceptional Service

• Respond promptly and professionally to customer inquiries, booking requests, and concerns via email, maintaining a courteous and friendly tone while ensuring clarity and accuracy.
• Prioritize urgent emails, demonstrate excellent written communication skills, and use a professional and customer-centric approach in all email interactions.
• Adhere to brand standards and guidelines when handling telephone calls, maintaining a professional and friendly demeanour throughout the conversation.

 3.   Customer Engagement: Creating Unforgettable Experiences

• Provide exceptional customer service by promptly responding to inquiries, addressing concerns, and answering questions about the reservation process.
• Anticipate guest requirements and attend to special requests in a professional manner, ensuring effective communication with relevant departments.
• Keep abreast of industry trends, hotel policies, and promotions to provide accurate information and recommendations to customers.
• Assist customers with amendments or cancellations to their reservations as needed.

 4.   Troubleshooting Ninja: Resolving Challenges with Finesse

• Address any issues or concerns that may arise with bookings or reservations promptly and professionally.
• Collaborate with relevant departments, such as the Front Desk, to confirm reservations and resolve any discrepancies.

 5.   Revenue Amplifier: Unleashing Potential and Igniting Growth

• Maintain up-to-date & comprehensive knowledge of hotel offerings, facilities, services, and amenities including published rate plans, promotions, room availability, pricing structures for different segments, and booking policies.
• Actively promote and educate customers on the benefits and advantages of making direct bookings by demonstrating expertise in promoting and conveying the unique selling points of the hotel to maximize guest satisfaction and revenue opportunities.
• Upsell when appropriate, providing information on available services or special packages.

 6.   Reservation Command Centre: Orchestrating Seamless Experiences

• Ensure strict adherence to data compliance regulations and maintain the highest level of confidentiality in handling guest information and reservation records.
• Assist in generating reports related to reservation performance, occupancy rates, revenue analysis, and booking trends.
• Continuously evaluate reservation processes and procedures, identifying areas for improvement and implementing streamlined workflows.
• Ensure compliance with brand standards, policies, and procedures related to reservations daily tasks, guest interactions, and customer service.

 7.   Synergy Champion: Harmonizing Excellence Through Collaboration:

• Collaborate with the Front Desk, Concierge, Sales, Finance and other departments to ensure smooth guest arrivals and departures.
• Maintain effective communication with daily shift handovers and provide support to colleagues to ensure a seamless customer experience.

  PROFILE REQUIRED

 Education

·         Bachelor’s degree in Hospitality Management or equivalent education required       

Experience      

Proven experience as a reservations agent or in a customer service role, preferably in the hospitality industry.

Key Competencies

·         Excellent communication and interpersonal skills.

·         Strong attention to detail and organizational abilities.

·         Proficient in using reservation systems and computer applications.

·         Problem-solving skills and ability to handle customer concerns with empathy and professionalism.

·         Sales-oriented mindset with the ability to upsell additional services or packages.

·         Ability to multitask and work effectively in a fast-paced environment.

·         Knowledge of local attractions and tourist destinations is desirable.

·         Proficiency in English (written and spoken). Additional language skills are a plus.

CAREERS
Join us in our mission to make every moment matter for our guests and be part of the most inspired hotel company in the world. At Radisson Hotel Group we believe that people are our number one asset. As one of the world’s largest hotel companies, we are always looking for great people to join our team. If this sounds like an ambition you share, then start with us.

To find out more about the Radisson Hotel Group, our Culture and Beliefs, then why not visit us at careers.radissonhotels.com.