At Rosewood Villa Magna, we are looking to hire a Reservations Agent for our staff.

About the Role

The Reservations Agent responds to all reservation requests for Rosewood Villa Magna in an engaging manner with the aim of converting each request into a confirmed booking using the selling strategy set by the hotel. The role is responsible for ensuring all necessary paperwork and administration is in place for each reservation taken and information is updated accurately in the property management system. The role reports into the Reservations Supervisor.

Key Responsibilities

• Respond to all telephone call enquiries in an engaging manner whilst also adhering to the hotel’s call standards with the aim of converting the enquiry into a booking.
• Respond to email/fax enquiries within 6 hours from receipt using grammatically correct English/Spanish, free from spelling mistakes.
• Process reservations received from wholesale agents and online travel agents whether via email or fax.
• Ensure a valid method of payment is in place for all reservations inputted into the property management system and alert the management team to any potential issues with payment in a timely fashion.
• Possess a thorough knowledge of the hotel product and services and use appropriate verbiage in their description.
• Enforce and adhere to the hotel cancellation policies and ensure any related charges are processed on the day incurred.
• File reservations correspondence as per the hotel standards and ensure the filing system is ordered and tidy.
• Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservations details in order to input reservations into the property management system and verify bookings as part of an arrival check.
• Conduct daily arrivals checks for future dates as outlined in the department’s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.
• Complete all tasks outlined on the relevant shift check list and sign off when all have been finished.
• Identify new corporate or new agents in contact with the hotel and pass to the Sales team as these represent potential business for the future.
• Have knowledge of the duties of all other departments within the hotel particularly those who frequently interact with the reservations team specifically Guest Relations, Accounts and Sales.

About you

• Proven experience in Reservations within luxury hospitality, you understand the expectations of the luxury clientele.
• You have a sales mindset, and are driven by performance and conversion.
• You have a basic understanding of revenue management.
• You have a keen attention to detail.
• Possess a comprehensive knowledge of the Opera property management system and the relevant sections of the Synxis central reservation system.