Agent, Reservations 
(11056)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

Job Summary

Responsible for the entire reservation process by providing prompt, efficient, and responsive service to guests, to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. In addition, to perform all duties and carry out all responsibilities as may be assigned occasionally to ensure the highest level of personalized attention. Supports to achieve the departmental KPI.

Key Duties and Responsibilities

• Handles the communication of offers, inquiries, conversions of Villas, Transportation, CIP Services, Room Allocations, and payments.
• Using the official offer letter template, personalizing details with correct attachments before sending
• Using the official confirmation letters (for direct, partners, and OTA reconfirmation)
• Prompt professional email response within 12 hours of receiving the query, prioritizing correspondence that pertains to the current or within the month.
• Attending calls within 3 rings with proper greetings, under LQA/Forbes standards
• Profiling through Opera and SAGA, acquiring the passport copies of all guests to ensure correct spelling, capturing birthdays, acquiring correct ages for the children, and being able to properly address the guests at the resort.
• Compliance with Reservations Training (Excellence Module)
• Taking all necessary details of the guests during the booking process (recognizing repeaters, contact details, passport copies of all guests, flight details, special occasions, preferences), and are properly updated in the Opera.
• SAGA Spot checks and merging duplicate profiles.
• Observing proper and professional email and telephone etiquette
• Reads all reservation correspondence thoroughly for Special Instructions / Requests and ensures that the information is passed on to the respective departments.
• Communicating last-minute changes (new booking, cancellation, additional information) to the respective departments
• Ensures that all bookings are guaranteed with payment, before the cancellation period, and for non-guaranteed bookings, to update as Option in the Opera
• Follow-up no-shows to the agent or the guests to check if there are changes on flights, cancel the booking before the Night Audit for the non-guaranteed bookings, charge the no-show fee if applicable, and brief the Manager on the updates.
• Communicate any challenging situations to the Leaders to be able to acquire solutions for guests and partners.
• Report any Phishing Emails to ensure the security of our systems, guests, and property information.
• Compulsory attendance on official training courses scheduled for the individual or the department.
• Handles the Reservation’s Mobile Phone and endorses to the next shifts.
• Flexibility on Schedule based on operational demands.
• To perform all other jobs related to your scope of work, as your superiors or other Managers requested.

Product Knowledge 

• Ensures to learn the features of the villas and their benefits, USP of the resort, transportation options, and sufficient knowledge of each outlet, facility, and services that the resort is offering.
• Ensures to know the functions of each department and its department/division head.

General tasks 

• Provides prompt, courteous, and efficient service to all guests and callers, to achieve a high level of customer satisfaction. 
• Communicates promptly and efficiently, customer complaints and compliments regardless of how small they may be. 
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction.
• Ensures proper record-keeping and documentation as per statutory and organizational requirements. 
• Responsible for maintaining effective communication channels with the guest through prompt and courteous information delivery. 
• Provides helpful, friendly, and prompt personalized telephone service to all guests (external and internal) 
• Maintains a favorable working relationship with all team members to foster and promote a cooperative and harmonious working climate. 
• Keeps the Manager and Reservations promptly and fully informed of all problems or unusual matters of significance. 
• Performs all assigned duties and responsibilities in a timely and efficient manner by establishing company policies and procedures to achieve the overall objectives of this position. 
• To maintain a high standard of appearance and personal hygiene as per the One&Only grooming standards 
• When driving the resort's buggy or using the bicycle, ensure that rules and regulations are always followed. 
• Professionally handles any guest’s complaint as per the resort's service recovery guidelines. 
• Adheres to all current and any additional organizational policies and standards. 
• Ensures all activities are carried out honestly, ethically, and within the parameters of the Maldivian Law 
• Ensures maximum room revenue through upselling within stipulated guidelines. 
• Keeping the workstation and the office clean and neat 
• A team player 
• To perform all other jobs related to your scope of work, as your superiors or other Managers requested.

Skill experience & Education requirement
•    Minimum 2 years of experience in acknowledged resorts and hotels as a Reservations Agent
•    Strong Organizational skills 
•    Strong Communication Skills 
•    Strong knowledge of Opera PMS, MS Packages, Sabre, and Online Payment links
•    Proficiency in English Language
•    Guest Driven
•    Team player
•    Flawless Communicator
•    Passionate
•    Well Organized
•    Luxury Service 
•    Details Oriented
 

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.