Senior Reservations Agent

20 hours ago

Marikina City, National Capital Region, Philippines Sales Rain Full time ₱400,000 - ₱600,000 per year

KEY RESPONSIBILITIES:

· Handles reservations calls (new booking, existing booking, enquiries, etc.) ensuring utilisation of and adherence to the Quality guidelines as required by Clients.

· Ensure all guests are aware of operational policies – credit card, cancellations, car parking and check in/check out times, etc.

· Handles arrivals check, final check and updating of essential information for each booking and special requests, tagging, notes, shuffling, relocations and completion of reports based on the daily productivity target.

· Handles guest messaging including Online Travel Agents, Airbnb following strict turnaround time.

· Handles Commission Audits for Online Travel Agents every month.

·  Vigilant yield management - sell within rate ranges and ensure the highest rate achievable is sold. Sell peak rates at every available opportunity. Sell from the highest room category down on every enquiry.

·  Be aware of Yield Dates & advise Revenue Team of any periods that could be identified as yield events or opportunities.

· Focus on the conversion of booking enquiries to achieve occupancy and average rate budgetary targets.

· Sell all rooms at a rate that maximises owner returns and management commission and upsell property facilities (parking, breakfast, transportation arrangements, etc.

· Monitor all parked/waitlisted reservations in PMS for assigned property – shuffle the reservations chart & allocate rooms where possible + hold rooms where necessary.

· Track sales promotions/advertising as required & advised.

· Ensure all marketing information (source, region, market and origin fields) is entered correctly to ensure the effective tracking and reporting of the information required.

· Send daily / weekly report to your supervisorof all statistical information as required in the policies and procedures.

·  Monitor Personal Inbox for policy/process updates, action items, promotions & internal communications.

· Carry out any additional duties as required by theSupervisor, Operations Manager or Key Stakeholders.

· Enter confirmed reservations into PMS, ensuring all Guest Information & Data Fields are accurate.

Communication:

· Ensure that communication with customers, employees and others is honest, open and professional

· Communication with Hotel Managers and Head Office departments on a regular basis as appropriate.

· Foster a harmonious relationship between properties and the Central Reservations Office.

·  Notify the Reservation Supervisor, Operations Manager or Key Stakeholdersof any issues immediately as they arise and provide appropriate solutions.

Work Experience:

At least 3 YEARS Hotel Reservations or Central Reservations experience required

  • Background in Customer Service, Sales, or Hospitality preferred
  • PMS Experience Required

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