Reservations Agent

Job Location

Avani Windhoek Hotel & Casino

 At Avani, we’re all about finding that perfect balance — between cool and kind, design and function, service and privacy. We’ve built our hotels and resorts around this philosophy: vibrant social spaces that vibe with the day, stylish rooms that simply work, and honest, locally inspired food. We embrace an upbeat service culture that genuinely respects the art of hospitality.

With a growing portfolio across Europe, the Middle East, Asia, Africa, and Australia, Avani is a brand on the move. If you take real pride in the little things — and believe that a warm welcome and a genuine smile make all the difference — you’ll fit right in here.

Job Description Summary

To serve the needs of the business, our guests and our colleagues by coordinating all inquiries, booking and selling of the main product of the hotel – Rooms. Key objectives are to simultaneously maximise guest satisfaction, and hotel revenue.

The Reservation Agent captures details from the incoming calls and coordinates each reservation to ensure the guest’s satisfaction. He or she should reflect the quality of the hotel to our possible guest and must be a very strong in communication skills. A positive attitude, knowledge of the hotel and attention to details are all key requirements in Minor Hotels Reservations Agent s.

At Minor Hotels, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect, and work hard together to deliver the highest quality of service to all.

• Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.
• Adhere to all Standard Operating Procedures.
• Take personal responsibility for driving upselling, achieving set revenue targets by months.
• Be fully aware at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel.
• Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
• Handle daily trace/follow up reports according to departmental requirements.
• Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.
• Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
• Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies.
• To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.
• Maintain a motivational working environment within the department, and with other colleagues in the hotel
• Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.
• Be knowledgeable about local seasonality and events.
• Proactively promote other sister properties of Minor International.
• Liaise with the Accounting Department information on Reservation procedures, reports and operational problems and payments of commission.
• To provide assistance and friendly gesture to local representatives of tour operators and travel agencies.
• Taking, amending and cancel reservation details as applicable. Confirming the method of payment. Replying to every request for information within the timeline specified by the hotel
• To attend hotel events, daily shift briefings and training to improve professional skills.

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