Book and Enter Room Reservation Requests Using the Property Management System

JOB DESCRIPTION
Hotel: / MaldronHotel / Location: / Brunswick Street, Belfast City
Job Title: / Reservations Agent / Reporting to / Revenue Manager
All / Reservations / Direct Reports: / N/A
Role Objective:
As a Reservations Agent, you will act as the main point of contact for guest’s bookings, dealing with queries and cross selling of our other properties.
As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel.
A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs.
Main Duties & Responsibilities:
Customer & Guest Focus

1. Work with the Reservations Supervisor and Revenue Manager to set your own targets and ensure these are maintained.
2. Book and enter room reservation requests using the Property Management System
3. Enter rooming lists while ensuring accuracy, as required
4. Update reservations ensuring a flawless check in and check out process
5. Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
6. Always endevour to convert inquiries into contracted business.
7. Consistently offer professional, friendly and engaging service
8. Respond, positively, to sales inquiries to develop future sales leads.
9. You will identify sales leads as appropriate.
10. To make sure you offer an upsell of the hotel on each call.
11. Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation.
12. Provide prompt and efficient service while maintaining the hotels brand standards
13. Report for duty clean and tidy, wearing the correct uniform to Company standard ensuring your name badge is worn at all times whilst on duty.
14. Ensure full knowledge with all hotel facilities, including opening and closing times and promote these facilities at every opportunity.
15. To be fully familiar with the complaints procedure and that complaints are dealt with in a courteous and sympathetic fashion and reported to the Duty Manager if necessary.
16. 24hr checks for next day’s arrivals to ensure all guest and billing details are present, correct and fully completed.
17. Assist guests regarding hotel facilities in an informative and helpful way

Team and Partnership Working:

1. Builds a positive working atmosphere by networking and developing trusting relationships with co-workers, to deliver the best service to external customers/guests.
2. Encourages and supports teamwork and the celebration of team success.
3. Participates effectively as a team member, respecting the contribution of others.
4. Understands the need for shared goals within the team and is actively involved in achieving them.
5. To help Reservations supervisor with group bookings when required.
6. Updating files and ensuring all correspondence are updated.
7. Understanding and updating the websites.
8. To pass every new business lead to the Sales team.
9. To occasionally attend corporate events outside of working hours.
10. To participate in all training programmes scheduled for you.
11. To participate in daily ‘15 minute’ standards training.
12. To maintain departmental standards at all times.
13. To attend and support hotel and departmental meetings as requested.

Effective Communication

1. Maintain professionalism at all times when communiting with customers/guests both on the telephone and directly.
2. Makes effective and appropriate use of available communication processes.
3. Dealwith telephone, e-mail and fax enquiries and representing the company in a professional and helpful way at all times.
4. Ensure calls are answered according to Dalata standards.
5. Communication style is open and approachable.
6. Recognises communication is a two way process and demonstrates effective questioning and active listening skills with your teams and others at all times.
7. Actively engages in the giving and receiving of feedback in order to highlight areas of improvement and lessons learnt.
8. To deal with individual reservations and to record all guest’s information.
9. All previous day’s non-arrivals to be processed according to Dalata standards.

Effective Planning & Time Management

1. It is important that you develop effective strategies for managing your time to balance the conflicting demands of the job role.
2. Have the ability to set your clear goals, break your goals down into discreet steps, and review your progress towards your goals.
3. You must be able to prioritise your work load and adapt to the changing demands of the role.
4. You must organise your work schedule; i.e. list making to remind you of what you need to do; persevering when things are not working out and always avoiding procrastination.

General

1. To familiarize yourself with your departmental SOP (Standards of Procedure Manual) which is available from your Department Manager.
2. All members of staff are expected to treat those with whom they come into contact in a courteous and respectful manner.
3. Adheres to all health, sanitation and food safety rules and regulations.
4. Reports all potential and real hazards immediately.
5. Checks that the highest standards of personal hygiene, dress, appropriate uniform, appearance and conduct is maintained by all employees in the department.
6. All staff are expected to equally comply to all policies and procedures within the organisation.
7. Staff are expected to demonstrate their commitment to the Hotel by their regular attendance and the efficient completion of all tasks allocated to them.
8. All staff must comply with the Smoke Free Policy and associated procedures.
9. All staff must co-operate with others on health and safety, and not interfere with, or misuse, anything provided for their health, safety or welfare.
10. All staff must follow the training they have received when using any work items their employer has given them.
11. All department managers are required to adhere to Hotel’s Equal Opportunities Policy and associated procedures throughout the course of his/her employment.
12. All staff will maintain high standards of personal accountability.
13. Comply with Hotel security, fire regulations and all health and safety and food safety legislation.
14. Act in accordance with policies and procedures when working with any Hotel equipment and computerised systems.

This job description is neither exhaustive nor exclusive and may be reviewed and amended in the future to include any other reasonable duties, projects or tasks as may be requested from time to time and to reflect changing organisational requirements, changing staffing levels, etc.
PERSON SPECIFICATION
Hotel: / MaldronHotel / Location: / Brunswick Street, Belfast City
Job Title: / Reservations Agent / Reporting to / Revenue Manager
All / Reservations / Direct Reports: / N/A
Essential Criteria / Desirable Criteria / Measurement Method
Circumstances / -Willingness to work flexible hours required for the job.
-Be fluent in English.
-All team members must maintain a neat, clean and well-groomed appearance.
-Must be eligible to work in Northern Ireland. / Interview
Technical & Professional Expertise / -Level 2 Numeracy & Literacy CertifIate OR Grade C in GCSE Maths & English OR Equiviliant.
-A minimum of 6 months experience in a similar role within hospitality; preferably within a medium-large scale hotel.
-Proficient English language; strong verbally and in writing to include spellng and grammer,
-Previous administrative experience
-Must be IT proficient.
-Must demonstrate commitment and longevity in previous job roles. / -A minimum of one yearsexperience within a similar role in a medium-large sized Hotel.
-Previous reservations agent experience.
-Working knowledge of Opera PMS / Application
Interview
Competencies / Leadership
Is clear on the vision, strategy and objectives; delivers results on time, within constraints and in line with organisational strategy, policy and procedure. Strives to exceed the expectations and requirements of customers/guests; acts with customers in mind and values the importance of providing high-quality customer service at all times.
Customer & Guest Focus
Is clear on the vision, strategy and objectives; delivers results on time, within constraints and in line with organisational strategy, policy and procedure. Strives to exceed the expectations and requirements of customers/guest; acts with customers in mind and values the importance of providing high-quality customer service at all times. Is always up-to-date with culinary trends and optimized kitchen processes.
Team and Partnership Working
Encourages collaboration within and across teams. Develops and encourages effective partnerships and a positive team atmosphere, both internally and externally, to improve the efficiency and effectiveness of service delivery based on shared outcomes.
Effective Communication
Keeps people well informed and communicates messages clearly and concisely. Listens carefully, evaluates other opinions and is able to influence successfully. Promotes the exchange of ideas, information and feedback within their team.Ability to communicate and negotiate with all levels of management and external customers.
Effective Planning & Time Management
Develops effective strategies for managing time and resources. Has the ability to set clear goals to prioritise work activities.Is resilient and able to cope with a high volume of work activities simultaniously. Is adaptable to change and willing to work in a pressurised work environment. Is a problem solver. / Interview
Shortlisting will be based on the evidence that you supply on your application form to satisfactorily demonstrate how, and to what extent, you meet the above criteria. The Shortlisting Panel will not make assumptions as to your circumstances, qualifications, and experience.
We reserve the right to apply enhancements or utilise the desirable criteria.

Dalata Hotel Group Plc is an Equal Opportunities Employer.

JOB DESCRIPTION

JOB DESCRIPTION

Human Resources / January 2018 / J. Harkin