Reservation Agent
(14531)
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.
Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. 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.
About the Role
The Reservation agent is responsible for the entire reservation process, which is to process reservations, as per organizational standards, to provide prompt, efficient and responsive service to guests to achieve a high level of guest satisfaction and organizational profitability.
Key Duties and Responsibilities
- To ensure that all guests have a comfortable, pleasant, and memorable first interaction with the resort.
- To send out all confirmations, regrets and replies within 24 hours of receiving the query.
- To file all reservations date wise in the respective Month Files.
- To file all cancellations in the Cancellations File.
- To give top priority to correspondence that pertains to the current or next day.
- To reconfirm all arrivals for next day and to prepare the arrival list.
- To read all reservation correspondence thoroughly for special instructions/requests and to ensure that the information is passed onto the respective departments.
- To reconfirm all reservations 60 days, 30 days, and 15 days prior to arrival to avoid ‘No Shows’.
- To follow-up on ‘No Shows’ and to brief the Manager, Reservations.
- To ensure that all Free Individual Traveller reservations are guaranteed reservations.
- To check all rates thoroughly to avoid rebates.
- To monitor the House position daily and to brief the Manager, Reservations.
- To carefully monitor the allotment of Foreign Tour Operator’s and contract clauses as per signed Contracts.
- To ensure that all efforts are made in selling so that revenue budgets are met.
- To access the GDS to retrieve reservations.
- To send ‘Preference Planner’ to all guests, encouraging them to fill in the details and send it back to the resort, and to update the guests’ profiles accordingly.
- To actively elicit guest preferences and feedback regarding hotel services and to initiate action on the same to maximize guest satisfaction.
- To ensure maximum room revenue through upselling within stipulated guidelines.
- To ensure proper recordkeeping and documentation as per statutory and organizational requirements.
- To adhere to all organizational policies and standards.
- To maintain effective communication channels with the guest through prompt and courteous delivery of information.
- To provide helpful, friendly, and prompt personalized telephone service to all guests (external and internal).
About you
The desired qualification for this role is at least a Higher School Certificate. The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort and must be fluent in written and spoken English and French.
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.
