agent, reservations 6567

Handling all reservation inquiries efficiently while exhibiting interest, enthusiasm and professional image at all times. Generate and optimize revenue by effectively following the set selling strategies through revenue management. Practice and promote the desired work culture around the four core values.

Key Duties and Responsibilities

• Exercises proper selling, up-selling, cross selling and suggestive selling technique in order to maximize property revenue.

• Maintains up to date knowledge on sales strategies, rates, products, packages, facilities and inventory at all times.

• Ensures every caller directed to the department receives an optimum level of services and care at all times.

• Consistently follows the IFH call processing standard at all times.

• Handles guest queries, requests and complaints related to reservations in a polite and efficient manner. Seeks guidance from Team Leader or Manager to minimize customer dissatisfaction.

• Records and processes reservations via all channels and ensuring response within 24 hours of receipt.

• Identifies and anticipates needs and requirements by asking open-ended questions to obtain all necessary information.

• Ensures accurate input of reservations details in the hotel property management system.

• Liaise with the Sales Department regarding booking of group rooms.

• Provides Team Leader and Manager all relevant correspondences for late cancellation and no-show bookings to support the penalty charges.

• Always maintains a comprehensive filing system in the Reservations department.

• Attends all training programs as required by the business needs.

• Treats internal and external customers fairly with respect, while developing effective customer networks.

• Achieve performance target (Key Performance Indicator) to ensure that agent’s work supports and furthers the organization's goals.

• Performs any additional tasks as and when directed by the Team Leader and Manager according to the business needs.

• To assist with any other duties as required by the Director or another member of the management team.

Skills, Experience & Educational Requirements

•    Bachelor’s degree

• Minimum of 1 year experience with Reservations or significant experience of working in contact centre or similar field

• Excellent knowledge of Greek and English (another language, namely Russian, German, Italian or French is an advantage)

• Experienced in using Opera system.

• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

• Excellent communication skills

• Strong administrative abilities