Reservation Agent

1. • The Reservations Sales Agent shall steer the incoming room bookings in accordance with the hotel’s service objectives and procedures so that RevPar is optimized.
   • Assist guests and ensure their stays at Sofitel Kunming Hotel is comfortable and an experience to remember.
   • Handles inquires and bookings in accordance with the department’s routine.
   • Ensures that the hotel product knowledge and service been high understanding so that explain and sell hotel service and facilities.
   • Records and processes in-coming reservations, Receive and confirm all guest room reservations.
2. • Take and processes reservation requests received by phone, email, fax etc. send confirmations.
   • Answer enquiries about hotel services and facilities; Answers questions on rates and room type available, ensures all guest requests are responded to immediately, provide guests with the most accurate and up to date information at all times.
   • Be aware of rate changes/ special offers/ promotions/close out dates.
   • Monitors reservation levels and inform managers on current and future occupancy rates.
   • Maintains high level of telephone skills to meet hotel standard.
   • Assist in creating maximum efficiency within the department.
   • Answer complaints regarding reservations and refers problems to reservation supervisor.
   • Demonstrates professional attitude and behaviour at all times.
   • Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
   • Establish good public relations with all guests.
   • Follow-up “no-show” list and group wash-down daily.
   • To check arrival list, special notes and updated reservations, rates and special arrangement, VIP etc daily. Prepare reservation VIP list for the following day, crosschecks and hand to the Revenue Manager every morning.
   • To report regularly on happenings of the section.