Reservations Agent

Responsibilities

• General :
• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Riyadh has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• To carry out any additional duties requested by management, related to hotel operational activities.
• Departmental Duties :
• Answer hotel’s main telephone number and connect guest and colleagues to the correct telephone extension.
• Greet all callers with warm and sincere greeting.
• Process and confirm guest reservations made by clients for Rooms, F&B and Spa.
• Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities / services and room accommodations. Follow sales techniques to maximize revenue. Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations.
• Maintain complete knowledge of :
• All hotel features / services, hours of operations.
• All hotel restaurant food concepts, dress code and ambiance.
• All hotel room types, number / names, amenities and locations.
• Scheduled daily group activities, names and locations of meeting / banquet rooms.
• Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
• Show complete product knowledge, understand rate structure and apply rate management.
• Maintain an established filing system for all correspondence and collate reports as required by Revenue Manager or Assistant Manager.
• Monitor telephones system problems and alert pertinent departments in an effort to correct said problems in an expedited manner to prevent guest dissatisfaction.
• Communicate with security as necessary in the event of an emergency.
• Ensures all requests are handled in the time frame set by the company.
• Ensure to apply required departmental standards in LQE, MOQA, Forbes and ResMax.
• Customer Focus :
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Ensure information provided to Guests is accurate and individualized.
• Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
• Services our customers in order to grow share of the account.
• Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.
• Handles guest complaints and disputes.
• Colleague Relations :
• Ensures an excellent working relationship with all colleagues within the hotel.
• Leads by example in fostering positive employee relations and demonstrating values.
• Effectively communicates with other departments, especially Sales, Front Office and Banqueting.
• Utilizes all available on the job training tools for employees.
• Administrative Duties :
• Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.
• Ensure all Policies and Procedures are understood and adhered to.
• Attends weekly and monthly department meetings and prepares accordingly.
• Additional Duties :
• Conducts site visits as required by hotel operation.
• Participates in Client Entertainment with Sales Department as required.
• Joint Sales calls with team as required.

Sustainable Responsibilities :

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