Reservation agent

Main purpose of position

Achieve the highest level of hotel profitability and guest satisfaction by receiving, reviewing, and processing guest requests for room and conference hall bookings.

Duties and Responsibilities

• Politely and warmly greet guests over the phone.
• Manage all requests that come to the sales and reservation department related to accommodation and conference services, in accordance with the standards of the Radisson Blu hotel chain.
• Coordinate relevant incoming correspondence and booking requests promptly and appropriately.
• Inform other departments about the arrival of important guests.
• Identify bookings that incur a commission and correctly calculate the monthly commission fees for travel agencies.
• Timely process and submit all administrative documents in the department and prepare all necessary reports on the services provided.
• Ensure that requests comply with standards by closely collaborating with operational departments to deliver quality service (reception/restaurants/bars/banquet services/production departments).
• Conduct negotiations for group bookings.
• Survey guests who have visited the hotel to improve service quality.
• Monitor the completeness and finalization of service payments.
• Review and document guest requests, and provide commercial offers.
• Negotiate the prices for rooms, meeting spaces, function rooms, and services in line with reservation standards.
• Confirm all client requirements in writing through a commercial agreement.
• Be knowledgeable about the company's instructions, services, and operational procedures.
• Update client information in the Opera operational database.
• Efficiently and promptly communicate client requests to all departments and ensure that all requests are followed up on by the relevant department to ensure client satisfaction.
• Quickly and fully inform the immediate supervisor of any issues or important routine matters.
• Maintain good working relationships with other employees to promote cooperation and foster a harmonious work environment.
• Improve product/service knowledge and use it to offer bonuses and additional proposals to clients.
• Perform all administrative tasks professionally and on time.
• Required Skills and Competencies

 

• Must have a thorough knowledge of business communication and correspondence etiquette.
• Exhibit enthusiasm, energy, and a high level of attention to detail.
• Demonstrate responsibility, accuracy, and precision in work through personal example.
• Possess excellent interpersonal skills.
• Ability to work in stressful situations.

 Qualification Requirements 

• Higher or incomplete higher education.
• At least 1 year of experience in the hotel or tourism industry.
• Computer literacy: Microsoft Office, Outlook; knowledge of Opera PMS is an advantage.
• English language proficiency — Upper Intermediate or higher; knowledge of other foreign languages is welcome.
• Developed communication skills, responsibility, and accuracy.