Agent, Reservations 
(14348)

SIRO Boka Place is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Nestled between pristine blue Adriatic waters and mountains of conserved greenery, SIRO Boka Place, Montenegro offers coastal city charm and boundless opportunity. Unlock your potential and embark on a new adventure as part of a community passionate about fitness and wellbeing.

Job Summary

The Reservation Agent is responsible for providing exceptional service to guests by efficiently managing hotel communications, reservations and inquiries. As the first point of contact for guests, both internal and external, the Reservations Agent is responsible for answering phone calls (internal and external), responding to emails, transferring calls to the adequate department, processing reservations, and ensuring guest satisfaction through accurate information, timely service, and attention to detail. This position requires an attentive, customer-focused individual with strong communication skills, capable of maintaining a warm and professional demeanor and work closely with other departments to ensure that guests’ needs are met and that their stay is as pleasant as possible.

Key Duties and Responsibilities

• Answer phone calls and respond to emails from guests interested in making reservations or with questions about their existing reservations.
• Provide guests with detailed information about the hotel’s accommodations, SIRO Homes options, rates, and amenities.
• Offer directions and recommendations regarding hotel facilities, restaurants, and local attractions.
• Provide wake-up calls and assist with guest messaging services.
• Manages in-house guest communication such as amenities request, In room dining requests or any other queries.
• Communicate effectively with Front Desk and Concierge staff to ensure smooth guest service and accurate information transfer.
• Coordinate with the concierge and other services to accommodate special requests such as specific room amenities, preferred toiletries or customized room setups.
• Regularly update the guest response tracking system to record guest issues, preferences, and feedback.
• Maintain ongoing communication with Housekeeping for room statuses and guest requests.
• Check daily reports and guest arrival lists to ensure that guests’ preferences are noted and accommodations are prepared accordingly.
• Handle guest complaints or issues related to reservations, escalating as necessary to ensure guest satisfaction.
• Process reservations, cancellations, and modifications using the property management system.
• Accurately input guest information and payment details into the reservation system.
• Ensure that all reservations are properly documented and confirmed with guests by sending confirmation letters.
• Check daily all new reservations, cancellations, or changes, ensuring accurate information is passed to the relevant departments.
• Verify and update guest information, requirements, duplicate bookings and pricing for arrivals, with a focus on upcoming dates.
• Manage Group rooming list and billing arrangements for Groups.
• Understands and abides by Group, Wholesale and Consortia contracts to ensure the adequacy of rate offered to the clients (direct and third parties).
• Collect and process payments from guests efficiently and securely, ensuring that all guaranteed bookings and advance purchase reservations are charged appropriately to avoid any revenue loss.
• Upsell rooms and packages to guests to increase revenue.

• Comply with the hotel’s credit policy and ensure that all forecasted revenues are met.

• Maintain open communication with team members to ensure smooth operations and guest satisfaction.
• Maintain high guest service standards by prioritizing the quality of reservations.
• Comply with all company policies related to reservations and ensure adherence to all systems and procedures as laid down by the hotel.
• Maintain and update guest information, following reservation procedures meticulously.
• Review billing accuracy as required and commission information.
• Comply with all set systems and procedures, ensuring that they align with hotel standards.
• Carry out any other reasonable duties and responsibilities as assigned by the management.
• Assist with emergency communication as necessary, notifying the appropriate personnel and following protocols.
• Ability to manage OTA channels and maintain control over sales in the absence of the Reservation Team Leader.
• Always prioritise the quality of reservations and guest interactions to uphold the hotel's reputation for excellence.
• Flexibility to work shifts, including weekends and holidays, as required.

EDUCATION, SKILLS & Experience

• Degree in Hospitality or a related field.
• Knowledge of MS Office and strong computer skills.
• OPERA PMS or cloud-based OPERA experience is strongly preferred.
• Minimum of 2 years' experience in a similar role or within guest services in a 5-star hospitality environment.
• Must be fluent in English, both written and spoken, in addition to the local language; additional languages are a plus, especially German or Russian.
• Ability to prioritise tasks effectively and complete them in a timely manner.
• Strong attention to detail and accuracy in handling reservations and guest information.

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.