Reservation Agent 
(15421)

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

To assist in maximizing Room Revenue by utilizing Yield Management techniques, in order to maximize occupancy and average rate. To process reservations, as per organizational standards and be responsible for the entire reservation process. To provide prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. To ensure that all guests have a comfortable, pleasant and memorable first interaction with the resort. To project an image of courteousness and hospitality while handling guests. In addition to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure highest level of personalized attention.

Key Duties and Responsibilities

• Provides prompt, courteous and efficient service to all guests and callers, so as to achieve a high level of customer satisfaction.
• On receiving reservations, ensures that they are immediately processed in the Property Management System.
• Ensures that all reservations are processed as per resort standard on the Property Management System.
• Sends out all confirmations, regrets and replies within 24 hours of receiving the query.
• Files all reservations date wise in their respective Month Files.
• Files all cancellations to be filed in the Cancellations File.
• Gives top priority is given to correspondence that pertains to the current or next day.
• Reconfirms all arrivals for next day and prepares the arrival list by 1400 hours.
• Reads all reservation correspondence thoroughly for Special Instructions / Requests and ensures that the information is passed onto the respective departments.
• Reconfirms all reservations 60 days, 30 days and 15 days prior to arrival to avoid No Shows.
• Follows up on No Shows and briefs the Reservations Manager and Reservations Supervisor
• Ensures that all Free Individual Traveller reservations are guaranteed reservations.
• All rates to be checked thoroughly to avoid rebates.
• Monitors the House position daily and briefs the Reservations Supervisor and Reservations Manager.
• Carefully monitor the allotment of Foreign Tour Operator’s and contract clauses as per signed Contracts.
• Ensures that all efforts are made in selling thus enabling revenue budgets are met.
• Accesses the GDS and retrieves reservations.
• Sends ‘Preference Planner’ to all guests, encouraging them to fill in the details and send it back to the resort, and updates guests’ profiles.
• Actively elicits guest preferences and feedback regarding hotel services and initiates action on the same to maximize guest satisfaction.
• Ensures maximum room revenue through up selling within stipulated guidelines.
• Ensures proper record keeping and documentation as per statutory and organizational requirements.
• Optimizes the sale of room inventory to achieve the required organizational profitability.
• Adheres to all organizational policies and standards.
• Responsible for maintaining effective communication channels with the guest through prompt and courteous delivery of information.
• Responsible for the efficient, clean, safe and hygienic maintenance of all Reservations areas.
• Provides helpful, friendly and prompt personalized telephone service to all guests (external and internal).
• Ensures immediate response and processes to the Fire Alarm as per resort standards and policies.
• Knows how to use all Front Office equipment.
• Handles difficult situations effectively.
• Attends behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.
• Attends regular On Job training and classroom training in Reservations and Front Office techniques and operating systems.
• Shares knowledge and skills with other colleagues.
• Communicates promptly and efficiently, customer complaints and compliments regardless of how small they may be.
• Follows safety rules and Operating Procedures.
• Is aware of all house rules and obeys them.
• Always conducts oneself in such a manner so as to encourage all fellow employees to do likewise.
• Keeps the Reservations Supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all team members to foster and promote a cooperative and harmonious working climate.
• Projects at all times, a favorable image of “Reservations”, “One&Only Le Saint Géran” and “One&Only Resorts” to all.

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About You

The ideal candidate should have at least a high school/ diploma in same field. The candidate should have at least 2 years of experience in acknowledged/acclaimed resorts and hotels in Room Reservations role in an International Ultra-Luxury Resort and must be fluent in written and spoken English and French. The ideal candidate should know Fidelio or Opera and be computer literate.

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.