Position Description

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Reservation Specialist
Property Constance Head Office
Region Mauritius
Employment Type Permanent
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JOB SUMMARY

The Reservation Agent has the main responsibility to ensure that all systems and procedures run smoothly and efficiently at all times.

DUTIES AND RESPONSIBILITIES:

  • To work in close collaboration with other Reservation Agents to make sure that  all booking requests (mail, faxes, telephone calls)are replied within timely manner (24 Hours) and run smoothly.
  • To provide quotation for rooms and services in the most profitable manner for the company & in the best interest of guests and deliver requested information.
  • To be responsible of hotel reservation, i.e., Making and Confirming Reservations.
  • To liaise with hotels to ensure proper handling of Bookings & Requests.
  • To increase sales of new or additional services like Early check in, late check out, transfers, Spa, golf and any other services as decided by the company.
  • To answer queries pertaining to Hotel services.
  • To manage efficiently room allocation of each Tour Operators and ensure that bookings are input in system under the appropriate stock header.
  • To understand and confirm booking depending on global availability of the group.
  • To apply cancellation policies, Stop sales, sell and report where applicable.
  • To handle properly input of all files, bookings, request ,details in the Computer system.
  • To insert data information & rates properly into the Computer system.
  • To up sell and cross sell in order to maximize and optimize bookings and occupancy within the group.
  • To send queries for unexpected arrivals and No Shows to whom concerned.
  • To manage Overbooking by proposing upgrade or compensation to clients, prior arrival.
  • To monitor closely preparation of arrival passengers lists prior arrival.
  • To split groups and any other market segment in the Reservation system.
  • To handle customer’s request, questions
  • To record and ask for guest, flight details, preferences / request/allergy etc prior arrival.
  • To serve as liaison between the customers & various departments.
  • To print reports and keep a good filing of correspondences.
  • To ensure highest room occupancy and maximize revenue.
  • To issue and follow up of Proforma Invoice to CLIENTS
  • To collect and ensure that payment is well-received prior arrival for all bookings on prepayment basis.
  • To liaise with credit control Department at head office in order to have a better service as regards to invoicing and debt management.
  • To ask for receipt with account department and Post charges, such for rooms etc.
  • To ensure that all files are handle to Account department 3 days prior arrival.
  • To keep and maintain of a clean and organized working environment.
  • To encourage teamwork, loyalty, and unity within the department and company.
  • To develop and strengthen new and existing business relation with our partners and suppliers.
  • To work as part of a team supporting the hotel by effectively coordinating & handling all reservations enquiries and bookings.
  • To ensure good communications and working relationship with colleagues.
  • To training of new staff within the company.

 

JOB REQUIREMENTS:

  • High School Diploma or equivalent
  • Previous guest service and reservations experience preferred
  • Previous call-center experience preferred
  • Excellent written and oral communication skills
  • Positive interpersonal skills
  • Excellent listening and comprehension skills
  • Must be fluent in verbal and written English and French, an additional language would be a plus
  • Excellent computer and typing skills
  • OTA and Direct Reservation is a must.
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