Reservations Agent

The Reservations Agent at Raffles Seychelles is responsible for effectively responding to all hotel reservation inquiries with knowledge, courtesy, and promptness. Key responsibilities include managing bookings in the OPERA Reservation System, understanding revenue management strategies, and coordinating with other departments for smooth operations. The role requires strong communication skills, attention to guest needs, and adherence to hotel policies, ensuring data accuracy and supporting upsell initiatives within a luxury resort environment.

Must Have

• Respond effectively to all enquiries on Hotel reservations
• Accurate input of booking information into the OPERA Reservation System
• Understand Group Bookings and Revenue management strategies
• Full knowledge of hotel facilities and services
• Process amendments to reservations
• Coordinate and communicate with all other departments
• Maintain knowledge of special rates/ offers/ promotions
• Adhere to hotel’s occupational, health and safety policies
• Ensure LQA & Forbes standard are followed
• Ensure data accuracy across all bookings and guest profiles
• Handle VIP, repeat guests, and special requests with full ownership
• Comply with GDPR and guest data privacy requirements
• Written and verbal communication skills in English
• High School certificate
• Minimum 1 - 2 years experience in guest services/tele-marketing/reservations
• Familiarity with OPERA Cloud PMS and OTA extranets
• Exposure to revenue management practices and rate parity

Good to Have

• Diploma from School for Tourism & Hotel Management
• Experience in luxury or resort environments preferred

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

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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