Job Description
The Reservation Agent must ensure that all incoming calls and emails are handled in a courteous manner and ensure efficient resolution of all guest inquiries for various hotel services and operations.
Responsibilities:
- Communicate directly with clients, offering prompt, friendly and courteous service to customers at all times
- Coordinate with the sales department and manage all communication for group bookings
- Maintain all calendars for the hotel
- Manage all incoming booking requests from guests and reply in a timely manner
- Negotiate rates and upsell rooms in the hotels
- Provide booking updates on a daily basis
- Receive calls and emails from customers and handle their queries efficiently
- Process all incoming reservations and queries, manage the up-keep of the reservations records amongst other duties and ensure internal procedures are constantly being followed
Qualifications and assets:
- Be logical, accurate and able to multi-task
- Be fluent in English, Maltese and preferably another European language
- Be computer literate in Word and Excel
- Be well-organised and possess time management skills and be able to work flexible hours
- Be able to work in a dynamic environment
- Be self-motivated, able to work under pressure and adhere to deadlines
- Good working knowledge of the Opera system
- Have an eye for detail, be discrete and confidential with excellent telephone skills
- Knowledge of online and internet bookings
- Portray a professional image in line with the values of the company
