Reservations Agent

Role: Reservations

Location: The Address Glasgow

Duties and Responsibilities

Financial:

• You will assist the Revenue Manager by achieving premium RevPAR through effective selling and management of room types, rate management and optimal market business mix.
• Assist in the preparation of occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in business levels.
• Manage no-show revenues.
• Assist the Revenue Manager in maintaining accurate records on pick-up, cancellations, no-shows, and sources of reservations.
• Monitor group wash / pick up.

People responsibility:

• Assume responsibility for the execution of the reservations department's policies and procedures and manage the daily operation.
• Ensure reservation standards are met, conduct testing standards including call observation and conduct regular test calls and provide timely feedback.
• Assist in maintaining favourable working relationships among employees and other departments, to promote maximum morale, productivity and efficiency in the department through leadership and a fair and consistent display of discipline.
• Ensure the team is equipped to work quickly in high-pressure environments and able to handle stress.
• Keep staff well-informed of all changes in hotel policy, services, personnel, special activities etc.
• Develop and mentor reservations staff for future advancement.

Guest experience responsibility:

• Ensure information on all 3rd party channels is correct and up to date.
• Ensure the reservations check have been completed correctly by the reservation department.
• Display a high level of integrity and professionalism at all times when dealing with guests and employees.
• Control all suite reservations in conjunction with the front office manager's and ensure special handling of top corporate clients, VIPs, and return guests across the cluster.
• Handle guest complaints keeping senior management well-informed of any problems and action taken.

Qualifications

• Fluent in English
• Knowledge of telephone sales and upselling
• Excellent administration and organisation skills
• Computer knowledge required. Knowledge of the Hotosft Hotel System a plus.
• Accuracy & strong attention to detail
• Ability to prioritize in a fast-paced environment