Company Description
Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.
Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.
Job Description
Position : Reservations Agent
Department : Reservations
Reports to : Reservations Manager
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PURPOSE OF POSITION
To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners.
KEY ROLES & RESPONSIBILITIES
- Respond to enquiries about hotel products and services by telephone, fax, email etc
- Determine guest needs and quote the appropriate villa and rate as per requirements
- Assist guests with international calls and directory queries
- Monitor Bill call costs
- Advise defects on switchboard equipment to Manager
- Accurate input of booking information into the OPERA Reservation System
- Communicate / upsell activities for leisure, corporate & wholesaler’s guests
- Understand Group Bookings – including cut-off dates, blocking and booking policies
- Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory
- Has full knowledge of hotel facilities and services to promote its products and services
- Process amendments to reservations such as extensions, early departures, etc.
- Coordinate and communicate with all other departments to ensure a smooth operation
- Maintain knowledge of special rates/ offers/ promotions
- Type a variety of documents such as cover letters, daily pickup reports
- File and organize a variety of documents and maintain stationery and office supplies
- Perform duties and responsibilities in a confidential manner when applicable
- Adhere to the hotel’s occupational, health and safety policies
- Report any equipment failures/problems & repair requests to Maintenance Department
- To participate in any training/development programs as recommended by Manager
- Reconcile OTA’s Extranet with Opera
- Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
- Maintain detailed knowledge of the Hotel’s fire, life and safety system
- Perform all the tasks asked by Reservations Manager or Revenue Manager
- Ensure LQA & Forbes standard are followed & aim to achieve the scores & goals set by Management
- Timely Reporting of any operational issues to Reservation Supervisor to escalate to Reservation manager
- Ensure data accuracy across all bookings and guest profiles
- Handle VIP, repeat guests, and special requests with care and full ownership
- Cross-verify daily reservations across OTAs, GDS, direct channels, and contracted wholesale partners to ensure consistency and accuracy
- Actively support upsell and overbooking strategies in coordination with Revenue
- Assist with daily, weekly, and monthly pickup and pace reporting
- Monitor booking trends and alert on unusual activity
- Comply with GDPR and guest data privacy requirements
- Support with group blocks, rooming lists, and cut-offs in Opera
- Participate in upselling initiatives and cross-training as needed
PERSONAL ATTRIBUTES
- Written and verbal communication skills in English
- Able to develop rapport with colleagues and management staff
- Ability to work cohesively with co-workers as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Ability to promote positive relations with all hotel guests and patrons
- Able to exercise good judgment with difficult guests
- Understanding and ability to work in a multi-cultural environment
Qualifications
- High School certificate
- Diploma from School for Tourism & Hotel Management is a plus
- Minimum 1 - 2 years experience preferably in guest services/tele-marketing/reservations.
- Familiarity with OPERA Cloud PMS and OTA extranets
- Exposure to revenue management practices and rate parity
- Experience in luxury or resort environments preferred
