Reservations
Agent
style="font-size: 11pt; line-height: 115%;">Welcome to the Kimpton
family. Now that you are part of our family, let’s explain the role
you will play.
style="font-size: 11pt; line-height: 115%;">Our mission is to be the best loved
Boutique Hotel & Restaurant Company so regardless of position we look
for individuals to join our family who are passionate about providing genuine
heartfelt care to our guests, colleagues, owners
and communities.
style="font-size: 11pt; line-height: 115%;">WHAT WILL I ACTUALLY
BE DOING?
style="font-size: 11pt; line-height: 115%;">You have already told us that
you are driven and detailed by nature and that you love everything to be just
right, which means you will feel perfectly at home in
this team.
style="font-size: 11pt; line-height: 115%;">Regarding the role, it’s as the job
title says really, you’ll be making sure all our reservations are sold
and captured accurately.
style="font-size: 11pt; line-height: 115%;">Part of the role is physical,
and you will be on your feet some of the day, so fitness will be key for
you, although reasonable adjustments will be made where we can. There’s a lot
of people around in the hotel, so you will need to be able to communicate well
with everyone. We would love it if you were multi-lingual, but it’s
not essential.
style="font-size: 11pt; line-height: 115%;">Your
day-to-day: Other duties may be assigned
as needed.
style="font-size: 11pt; line-height: 115%;">Responsibilities include
but are not limited to the following:
style="list-style-type: disc;">
style="text-align: justify;">Handles inquires and bookings in accordance with the department’s
routine.
style="text-align: justify;">Reviews and deals with the daily reservation.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Records and processes
in-coming reservations with confirmation sent out.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Records and processes
group reservations.
style="text-align: justify;">Ensure all facts of a reservation have been action. Example:
Transportation, Amenity and special requirements
etc.
style="text-align: justify;">Provides information to clients on hotel services,
activities.
style="text-align: justify;">Processes cancellation / amendments to reservations (extension, early
departure, number of rooms).
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Records special billing
arrangements for all transient reservations and groups,
conventions.
style="text-align: justify;">Review no-show and cancelled reservations and processes charges according
to hotel’s policy.
style="text-align: justify;">Be aware of rate changes/ special offers/ promotions/close out
dates.
style="text-align: justify;">Monitors reservation levels and inform Managers on current and future
occupancy rate.
style="text-align: justify;">Sells the hotel and other products and services using up-selling
and suggestive selling techniques.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Maintains high level
of telephone skills to meet hotel standard.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Ensures all guest
requests are responded in timely manner.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Maintains a high level
of product and service knowledge in order to explain and sell services
and facilities to guests.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Ensures correct
and relevant information to the operating departments so that customer’s
expectations are satisfied.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Handles and follows up
waiting lists and pre-payment reservation.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Sundry duties initiated
by the department manager.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Ensures a high level
of cleaning is maintained in your work area.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Demonstrates
professional attitude and behavior at all times.
class="ortl-align-justify">
style="font-family: "Avenir Next LT Pro", sans-serif;">
lang="EN-US" style="font-size: 11pt; line-height: 115%;">Interacts
with department and hotel staff in a professional and positive manner to foster
good rapport, promote team spirit and ensure effective two-way
communication.
style="text-align: justify;">Deals effectively with guests and workplace colleagues from a variety
of cultures.
style="text-align: justify;">Prepares and maintains files, reports, letters, memorandums and other
relevant business documentation.
style="margin-right: -5.65pt; text-align: justify; vertical-align:
baseline;">
WHAT WE’RE LOOKING FOR
style="margin-right: -5.65pt; text-align: justify; vertical-align:
baseline;">
A highly motivated Reservations Agent with integrity, creativity, and
a genuine passion for hospitality, bringing individuality, personality, and
a commitment to continuous improvement
style="font-size: 11pt; line-height: 115%;">.
style="margin-bottom: 0cm; text-align: justify;">
style="font-size: 11pt; line-height: 115%;">WHAT WE NEED
FROM YOU
class="ortl-align-justify">Hospitality Expertise: Proven experience in reservations or guest
services within luxury hotel environments; hospitality or tourism education
preferred.
-
style="margin-right: -5.65pt; text-align: justify; vertical-align:
baseline;">Advanced Reservation Systems: Proficient in Opera, Fidelio, or equivalent
PMS, with strong Microsoft Office skills.
class="ortl-align-justify">Exceptional Communication: Fluent in English with excellent verbal
and written skills; additional languages are a distinct
advantage.
-
style="margin-right: -5.65pt; text-align: justify; vertical-align:
baseline;">Luxury
Guest Focus: Committed to delivering personalized, memorable experiences
for discerning clientele.
class="ortl-align-justify">Meticulous Attention to Detail: Accurate management of bookings, guest
preferences, and special requests.
class="ortl-align-justify">Professional Integrity: Maintains discretion, confidentiality, and
the highest ethical standards at all times.
class="ortl-align-justify">Problem-Solving & Initiative: Quickly and diplomatically resolves
reservation challenges and guest concerns.
class="ortl-align-justify">Efficient Multitasking: Skilled in managing high volumes of calls,
emails, and reservations without compromising quality.
class="ortl-align-justify">Collaborative Team Player: Works seamlessly with front desk, concierge,
and other departments to enhance the guest journey.
class="ortl-align-justify">Flexible & Adaptable: Comfortable working shifts, weekends,
and holidays in a fast-paced, luxury environment.
style="text-align: justify;">
