Job Responsibility Reservations/OTS Agent:
– Responsible for handling telephone enquiries, accepting reservations and subsequently inputting it into the system.
– Report directly to the Reservation Supervisor
– Work closely with all Front Office and Sales & Marketing ambassadorsReservation Agent must work closely with all Front Office and Sales & Marketing personnel, and in particular, Sales & Marketing, providing lead advice and constant “feedback” concerning both enquiries and firm reservations
– Maintain a professional and friendly attitude while liaising with guests and clients both in person and on the telephone.
– Provide efficient and courteous telephone service to guests and callers so as to upkeep the service standards of Sofitel.
– Responsible to ensure that all information relating to a reservation is keyed correctly into the system and is of highest accuracy with errors kept to an absolute minimum.
– Offer appropriate room types, price inclusions, upsell and handle price objections.
– Responsible for ensuring that all reservation filing is carried out daily.
– Responsible for providing all telephone inquiries with concise information concerning the services and facilities provided by the Hotel.
– Take note of the reservation status to sell available rooms.
One Touch Service
– Ensure OTS agent complies with Sofitel brand standard.
– Ensure the OTS agent delivers and completes all the paperwork required for Front Office/ Reservations within the time frame required
– Ensure that the OTS agent answers every call within the time frame stipulated and in a professional and caring way for the guest
– Ensure that all requests taken by the OTS agent have been properly passed on to the correct department and followed up
– Work closely with the FOM to create a development plans for OTS agent
– Work closely with FOM regarding rostering for OTS agent
Position Requirements:
– Able to work 3 shifts
– Ability to communicate in English effectively.
– Good interpersonal and guest interaction skills.
– Meticulous and has an eye for detail.
– Good organizational and administrative skills.
– Knowledge of OPERA software is preferred.
– Service-oriented.
– Desire and ability to train and develop ambassador.
– Maintain awareness of industry trends.
– Initiate contacts and establishes rapport easily.
– Assert point of view directly yet tactfully.
– Organise time and work efficiently.