Company Description
Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.
Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.
Job Description
Position : Reservations Agent
Department : Reservations
Reports to : Reservations Manager
PURPOSE OF POSITION
To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners.
KEY ROLES & RESPONSIBILITIES
Respond to enquiries about hotel products and services by telephone, fax, email etc
Determine guest needs and quote the appropriate villa and rate as per requirements
Assist guests with international calls and directory queries
Monitor Bill call costs
Advise defects on switchboard equipment to Manager
Accurate input of booking information into the OPERA Reservation System
Communicate / upsell activities for leisure, corporate & wholesaler’s guests
Understand Group Bookings – including cut-off dates, blocking and booking policies
Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory
Has full knowledge of hotel facilities and services to promote its products and services
Process amendments to reservations such as extensions, early departures, etc.
Coordinate and communicate with all other departments to ensure a smooth operation
Maintain knowledge of special rates/ offers/ promotions
Type a variety of documents such as cover letters, daily pickup reports
File and organize a variety of documents and maintain stationery and office supplies
Perform duties and responsibilities in a confidential manner when applicable
Adhere to the hotel’s occupational, health and safety policies
Report any equipment failures/problems & repair requests to Maintenance Department
To participate in any training/development programs as recommended by Manager
Reconcile OTA’s Extranet with Opera
Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
Maintain detailed knowledge of the Hotel’s fire, life and safety system
Perform all the tasks asked by Reservations Manager or Revenue Manager
Ensure LQA & Forbes standard are followed & aim to achieve the scores & goals set by Management
Timely Reporting of any operational issues to Reservation Supervisor to escalate to Reservation manager
Ensure data accuracy across all bookings and guest profiles
Handle VIP, repeat guests, and special requests with care and full ownership
Cross-verify daily reservations across OTAs, GDS, direct channels, and contracted wholesale partners to ensure consistency and accuracy
Actively support upsell and overbooking strategies in coordination with Revenue
Assist with daily, weekly, and monthly pickup and pace reporting
Monitor booking trends and alert on unusual activity
Comply with GDPR and guest data privacy requirements
Support with group blocks, rooming lists, and cut-offs in Opera
Participate in upselling initiatives and cross-training as needed
PERSONAL ATTRIBUTES
Written and verbal communication skills in English
Able to develop rapport with colleagues and management staff
Ability to work cohesively with co-workers as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with all hotel guests and patrons
Able to exercise good judgment with difficult guests
Understanding and ability to work in a multi-cultural environment
QUALIFICATIONS
High School certificate
Diploma from School for Tourism & Hotel Management is a plus
EXPERIENCE
Minimum 1 - 2 years experience preferably in guest services/tele-marketing/reservations.
Familiarity with OPERA Cloud PMS and OTA extranets
Exposure to revenue management practices and rate parity
Experience in luxury or resort environments preferred
