Reservations Agent

PURPOSE OF POSITION

To manage guest inquiries and reservations with exceptional service, ensuring seamless booking experiences while optimizing revenue and maintaining the highest quality standards.

KEY ROLES & RESPONSIBILITIES

Master Revenue & Pricing Strategies

• Demonstrate a deep understanding of pricing principles and revenue management strategies across all segments, including Retail, Negotiated, Leisure, Group, and other specialized categories.

• Ensure seamless application of rate restrictions, hurdles, and availability controls to optimize revenue.

Maximize Revenue & Conversion

• Convert inquiries into confirmed reservations through personalized engagement and expert upselling techniques.

• Align reservations with the hotels revenue management strategies to drive optimal performance.

Deliver Bespoke Guest Experiences

• Provide highly personalized service, tailoring each interaction to meet the unique needs and expectations of ultra luxury clientele.

• Exhibit expert knowledge of all hotel products, services, and experiences to craft bespoke guest journeys.

Ensure Seamless Communication & Accuracy

• Handle all reservation-related emails and calls with precision, ensuring a flawless and efficient booking process.

• Maintain meticulous accuracy in the PMS database, ensuring proper market segmentation and data integrity.

Optimize Sales & Relationship Management

• Identify and capitalize on sales opportunities through individual travelers, corporate accounts, wholesalers, and luxury travel agencies.

• Strengthen relationships with elite clientele by offering personalized recommendations and VIP experiences.

Uphold Brand Excellence & Quality Standards

• Consistently achieve targeted scores in LQA & IFH Hotel Mystery Shopping audits.

• Ensure all reservations adhere to the highest standards of data accuracy and guest satisfaction.

Leverage Advanced Systems & Technology

• Demonstrate full proficiency in Opera PMS, Resaweb, and other revenue management tools.

• Maintain comprehensive knowledge of the hotels telephone system to ensure seamless communication.

Support Strategic Initiatives

• Assist the Reservations & Revenue Management leadership with special projects and strategic initiatives.

• Contribute to achieving departmental goals, including ALL loyalty program enrollments and guest engagement metrics.

PERSONAL ATTRIBUTES

• Adaptability & Agility

• Meticulous Attention to Detail

• Multitasking & Efficiency

• Organizational Excellence

• Exceptional Communication & Interpersonal Skills

• Problem Solving Mindset

QUALIFICATIONS

• Degree/Diploma in Training and Development or Hotel Management

• Working knowledge of Opera, Microsoft Office.

• Fluency on Russian is required.

EXPERIENCE

• Minimum 2 years experience in Hotel or Resort, as Reservations Agents.

• Luxury hotel or resort background preferred

• Understands the local culture and have worked in the region.