Reservation Agent

Your day to day • Sell the voco® Doha West Bay Suites product and services using up-selling and suggestive selling techniques • Promote the Hotel’s products and services • Maintain a high level of product and service knowledge about voco® Doha West Bay Suites. • Prepare and execute action plans which increase reservation sales and associated business • Record and process reservations made by phone/email • Offer waitlist reservations, if rooms are not available for the requested period. • Process amendments to reservations such as extensions, early departures, etc • Manage “no show” reservations by investigation and recording of same • Maintain knowledge of special rates/ offers/ promotions • Monitor reservation levels and inform Managers of current and future occupancy rates • Prepare reports as requested • Prepare reservation sales reports • Ensure that all correspondence relating to room enquiries is actioned promptly and efficiently. • Keep the Revenue Head informed of any complaints and unusual matters of significance. • To maintain professional business confidentiality. • To conduct yourself in a professional manner at all times and maintain high grooming standards. What we need from you RESPONSIBLE BUSINESS • Record special billing arrangements for groups and conventions • Liaise with Operations Manager or Finance Manager for all reservations requiring credit approval in accordance with the hotel's credit policy. • Preparation of quotes, communications, database input and filing. • Have working knowledge of budget targets and develop strategies to achieve set targets. • Develop methods and initiatives to increase departmental revenue within the sales team. What we need from you GENERAL • Communicate effectively with all other departments. • Attend meetings, training sessions and any other required meeting or training session. • Identify opportunities to innovate service delivery and product offering to meet and exceed client expectations. • Maintain a good working relationship with the staff and colleagues throughout the hotel and sister properties • Ensure safe work practices are adopted at all time and report any OHS concerns immediately to your direct manager or HR Manager. • All client requests are followed up on and responded to within 24 hours • Assigned projects are completed within designated timeframes • Efficient communication platform is consistently maintained • Comply with and ensure adherence to all of the hotel’s policies and procedures • Comply with all occupational health and safety policies and procedures • Maintains a professional and organized work environment • Reports, presentations and other administrative duties are consistently on a high standard; and free of errors and omissions. PERSONAL CHARACTERISTICS Education • Higher School Certificate / Year 12 (or equivalent) Experience • Previous experience within a hotel reservations sales environment Technical • Competent Word, Excel, PowerPoint and software packages • Competent Oral and Written Communication Skills • Strong organizational and work coordinating skills to handle multiple assignments and projects • Knowledge of hotel PMS (Opera) Personal Attributes • ‘Can do’ attitude and a high level of energy • Professionally groomed • Able to work under pressure Adaptable to change