Reservation Officer

Main Duties:

Administration

• Prepares and updates the Reservations Departmental Operations Manual.
• Participate to all requested regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
• To ensures that an organised, up-to-date filing systems, both paper and electronic, is maintained for all reservations.
• Ensures that the use of new technology and equipment is explored and implemented wherever appropriate.

Customer Service

• Delivers the brand promise and provide exceptional guest service at all times.
• To ensures that all GCC Reservation employees also provide excellent service to internal customers of other departments as appropriate.
• Handles guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• To ensure that repeat customers are recognized for maximizing retention and customer loyalty.
• Be familiar with the hotel’s products and services and policies.

Reservation

• To review all incoming Reservations and take the appropriate action whenever necessary, coordinating with other departments to ensure a high level of services is delivered to the Guests.
• Ensures a high level of Reservations is consistently maintained like guest details are entered correctly in accordance with the principles of clean data.
• To review negotiated rate agreements to ensure correct booking procedures are implemented and renewal dates are traced.
• Works with other Rooms Departments, checking room and room-type availability, to maximise rooms sales, yield and average room rate through upselling and other inventory and rate management initiatives.
• Oversees and assists when needed with the processing of individual and group reservations, rooming lists, waitlists and other reservations. Monitors and follow up on group blocks and groups with no room lists.
• Ensures the proper handling of all overbooking situations and waitlisted business, working closely with the relevant departments.
• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Ensures that GCC Reservations Team work in a supportive and flexible manner with all department within the hotel, in a spirit of “We work together as a Team”.
• Ensures a sales attitude is adopted at all times and maintains an awareness of sales opportunities within the hotel.
• Develops and maintains a high level of communication with all major sources of business and advises the Revenue Manager to feedback where necessary.
• Ensures a high level of product knowledge of the hotel and local area.

Personnel

• Works closely with others in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
• To assist to identify training needs and plan training programs to ensure departmental employees are multi skilled and have necessary skills to perform duties with maximum efficiency.
• Encourages everyone to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
• Follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

Other Duties

• Attends and contributes to all training sessions and meetings as required.
• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
• Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations.
• Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Sales and Marketing function as dictated by the industry, company and hotel.
• Carry out any other reasonable duties and responsibilities as assigned.

Reservation Agent Requirements:

• Experience working in sales or public relations, preferably in the hospitality or travel industries
• Certified travel associate (CTA) or certified travel counselor (CTC), preferred
• Customer-service experience
• Excellent written and verbal communication skills
• Multi-tasking and time-management skills, with the ability to prioritize tasks
• Data entry experience
• Flexible working hours