Reservations Agent

Reservations Agent

About Our Client
Our Client operates within the hospitality sector, offering premium accommodation and services to guests from both local and foreign markets. Dedicated to delivering exceptional guest experiences, our Client is focused on upholding the highest standards in customer service and quality.

Role Overview
The Reservations Agent plays a pivotal role within the Reservations Department, managing daily booking operations to drive revenue across both local and foreign booking segments. The role entails coordinating with the Sales Team to optimise business flow and manage revenue generation through strategic yielding, all aimed at achieving set revenue targets.

Key Responsibilities

• Reservations Management: Ensure all bookings and rooming lists are processed accurately and in a timely manner, with efficient allocation of rooms.
• Service Coordination: Manage requests for supplementary services, such as transportation, food packages, and spa appointments, actively facilitating these bookings for guests.
• Audit and Reporting: Conduct daily audits of the upcoming arrivals list, ensuring accuracy and readiness for guest check-in.
• Communication and Follow-Up: Respond to new leads and current booking requests within 24 hours, maintaining strong internal and external communication to understand and meet client needs.
• Sales Team Collaboration: Assist with clerical support for the Sales Team, including managing Club member bookings and welcoming prospective clients to the property.
• Problem-Solving and Guest Support: Address room requests, billing issues, and other inquiries, ensuring swift and effective solutions.
• Professional Development: Attend relevant workshops and training, keeping updated on industry trends and best practices to enhance personal and departmental capabilities.
• Team Training: Coordinate with management to meet the training requirements of team members, including identifying potential external training opportunities.
  
• System Improvements: Participate in discussions to evaluate and implement enhancements to operational systems and processes.
• Flexibility: Be available to work additional hours when necessary to support team needs and cover absences.

Qualifications, Skills, and Attributes

• Experience: Minimum of 2 years of experience in reservations, customer service, or a related field within hospitality.
• Language Skills: Proficiency in English; knowledge of Maltese would be advantageous.
• Communication Skills: Strong verbal and written communication abilities, with a customer-focused approach to service.
• Interpersonal Skills: Effective in building rapport and fostering collaboration within the team and with guests.
• Technical Skills: Familiarity with booking systems and CRM software; proficient in Microsoft Office Suite.
• Organisation: Strong organisational skills with the ability to multitask and prioritise efficiently.
• Self-Motivated: Demonstrates proactive work habits and dedication to meeting targets.
• Problem-Solving: Skilled in identifying issues quickly and implementing effective solutions to ensure guest satisfaction.

What's on Offer

• Compensation: A competitive salary with performance-based incentives.
• Working Hours: Standard office hours with a requirement to commute to the office in Mellieha.
• Other Benefits: Attractive company discounts and discounts with other associated brands.
• Career Development: Opportunities for growth and advancement within a dynamic and expanding company.

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
• CV Review: Receive candid and constructive feedback to enhance your CV.
• Interview Planning: Get personalised prep sessions prior to your interviews.
• Cultural Fit Assessment: Understand the company culture to ensure it's the right environment for you.
• Long Term: Gain insights into the role and company for a long-term, stable career move. 
• Exclusive Opportunities: Access a broader range of job opportunities.
• Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.
• Ongoing Support and Guidance: Benefit from continuous support throughout your job search process.
• Networking Opportunities: Leverage our extensive network of industry contacts for exclusive positions.
• Time Efficiency: Save time and effort with our efficient and effective recruitment strategies.
• Tailored Job Matching: Find the perfect fit with customised job matching based on your skills and career goals.
• Feedback Loop: Stay informed and engaged with regular updates and feedback on your application status.

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