Groups and Events Reservations Agent

Key Responsibilities:

• Respond to Enquiries: Efficiently handle all group reservations enquiries via telephone, email, and chat, ensuring a prompt and professional response.
• Manage Group and Event Reservations: Coordinate and manage group and Events reservations, ensuring all client requirements are met and expectations are managed effectively.
• Proposal and Contract Coordination: Prepare and coordinate requests for proposals and contracts
• Up-Selling and Revenue Maximization: Drive up-selling of rooms and services to support the company’s revenue targets.
• Record Keeping: Accurately enter information into the Property Management System (PMS) and Reservation Management System (RMS) for all bookings.
• Reporting: Compile and provide reports as needed and upon request.
• Support Sales Team: Assist the Sales team with group enquiries and take ownership of all group-related tasks
• Complaint Handling: Address guest complaints with a genuine and caring attitude, ensuring a positive resolution.
• Cross-Department Communication: Effectively communicate and coordinate with other departments to ensure a seamless guest experience.
• Adherence to Standards: Manage all enquiries and bookings in accordance with the company’s standards and procedures.
• Additional Duties: Perform all other reasonable duties as directed by management.

Qualifications:

• Experience: Previous experience in a reservations or sales coordination role, preferably within the hospitality industry.
• Skills: Strong organizational skills, attention to detail, and the ability to manage multiple tasks simultaneously.
• Communication: Excellent verbal and written communication skills.
• Customer Service: A genuine caring attitude towards guests and the ability to handle complaints professionally.
• Technical Proficiency: Familiarity with Property Management Systems (PMS) and Reservation Management Systems (RMS).
• Team Player: Ability to work effectively within a team and support colleagues.