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:

1. a) All hotel facilities/services, hours of operation. 
2. b) All guest room layouts, bed types, decor, appointments and locations.
3. c) Room availability for any given day. 
4. d) Restricted dates, rates and room types. 
5. e) 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. 
• Reads and fully understands the Bylaws of the Club and how these relate/impact the hotel operation. 
• Knowledge of how to handle and respond to all member correspondences e.g. bonus weeks, internal exchanges. 
• Knowledge or how to process week reviews and provide information on unit use to the reservations department a minimum of 2 weeks prior to the date of member week. 
• Knowledge of how to report cancellations and blocks to the reservations department and RCI. 
• Knowledge of how to prepare, collate and mail or e-mail timeshare newsletter on a bi-annual basis. 
• Knowledge or how to conduct RCI Verification of weeks to be space banked. 
• Knowledge of how to maintain accurate and organized data base of all timeshare members to allow for ease

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 accurately to book a reservation, i.e all guests names, room category, room rate, length of stay
• Collect and verify guests telephone number(s) and email address(es)
• Input correct information into proper fields to inform other departments of pertinent 
• Note any special requests, special occasions, guest preferences (e.g bed preference, smoking preference, etc)
• Ensure all relevant information including canx 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 (i.e. Company/room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits by credit card or wire transfer. 
• Collect any other pertinent information (i.e., flags, comments, guest message) 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. 
• Maintains accurate and organized data base of travel agents and tour operators to allow for ease of access in communication

Sales Opportunities

• Offer at least two room types/rates during conversation with the caller.
• Attempt to 'right sell' (i.e. offer rooms suitable to the individual guest's needs) by offering a higher room category and/or package and highlighting its benefits (e.g. size, view, amenities, etc.) 
• Finding alternative solutions with the caller, e.g if the requested dates were unavailable suggest potential alternative dates or offer other Ocean Hotels properties.
• Ascertain if guests would require transportation arrangements
• Offer assistance with other bookings such as dinner or spa reservations. 

Website and Online Channel Management 

Knowledge or how to update and maintain all online booking engine information ensuring -: 

• Accurate inventory available for sale through all channels 
• All requests for specials are correctly and promptly loaded and checked 
• Rate comparison to hotels in same competitive set are regularly conducted 
• That there is regular and efficient correspondence with account managers in various online companies to ensure maximum exposure for hotel properties 
• 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
• Checking invoices from travel agents, booking engines and other partners connected to reservations.

Emotional Intelligence

• Speak clearly and concise to enable engagement with the guests.
• Ensure speech is well-paced and natural in conversations with guests (so not to sound scripted)
• Utilize the caller's name during the telephone conversation to create personalized service.
• Ability to be proactive to handle unexpected changes in guests needs and/or thinking ahead of future needs or opportunities for the guests. 
• Actively listen to the guests and minimize interrupting guests
• Exhibit empathy in challenging interactions.

Training and Development

• To attend and participate in any training programs as directed by the Human Resources team or Management Team.
• To attend Fire/ Emergency Training Program and to ensure that the hotel's and department's fire and emergency procedures are understood.
• To actively participate in an evaluation of your performance by means of an appraisal with your leadership team. In order to correct weaknesses, encourage strengths and work to achieve personal and professional goals.
• To thoroughly review and understand the information contained within the Ocean Hotels Employee handbook since as an employee of Ocean Hotels Barbados, you are governed by the rules and stipulations contained within.

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge 

The Reservations Agent must have proficient knowledge in the following areas: 

• 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 the computer systems and Window ’98 applications including Word & Excel. Must be knowledgeable in the operation of Property Management Systems (PMS) software. 

Skills 

The Reservations Agent must demonstrate the following skills: 

• Is people-oriented and friendly.  
• Possesses great organizational and communication skills. 
• Is 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 

The Reservations Agent must demonstrate the following personal attributes: 

• Hospitality 
• Creativity 
• Reliability 
• Compatibility 
• Effective follow up 
• Flexibility 
• Consistency
• Professional development 
  
• Leadership