Reservation Agent - LEGOLAND Hotel

Job Purpose

The Reservation Agent is responsible for ensuring an efficient and seamless reservation procedure, delivering exceptional service to all inquiries made via telephone and email.

Primary Responsibilities

• Accurately adhere to reservation processes to maintain excellent inventory control, providing reliable statistics while minimizing no-shows and cancellations.
• Execute daily hotel reservation and call center operations effectively.
• Consistently uphold telephone communication standards, including coordination between the Parks and Hotel cluster services.
• Promptly and professionally respond to customer inquiries to maximize conversion rates.
• Champion the company's vision and core values in all interactions with internal teams and external customers.
• Foster strong relationships with both internal and external customers through dedicated and professional service.
• Support departmental risk assessments, ensuring safe work procedures are in place and that all employees are informed about Health & Safety policies and their responsibilities.

Impact and Results

• Contribute to enhancing hotel room revenue by delivering service excellence.
• Actively support the achievement of hotel bedroom sales targets.
• Implement hotel pricing strategies to optimize revenue through upselling products and services.
• Maintain punctuality and attendance to ensure smooth daily operations of the department.
• Assist in reaching hotel room-related performance indicators and targets.
• Maintain an approachable demeanor that reflects the company's fun and friendly culture.

Creativity and Communication

• Implement upselling strategies to increase additional room revenue.
• Maintain effective communication with other departments to maximize sales opportunities and reduce booking errors, with guidance from supervisors and revenue management.

Specialist Knowledge and Skills

• Experience handling reservations and group bookings.
• Familiarity with Opera property management system is preferred.

Resource Management

• Ensure compliance with PCI and data protection standards.
• Manage correspondence, filing, and document review efficiently.
• Operate various IT systems including PM accounts and City Ledger management.

Problem Solving and Complexity Management

• Manage overbooking situations without compromising guest experience.
• Resolve challenges related to overbooked or fully booked scenarios, including accommodating guests and groups appropriately.
• Handle rate discrepancies involving package, group, and negotiated account bookings.
• Address customer feedback and resolve complaints successfully.

Health & Safety Responsibilities

• Exercise due care for personal and others’ health and safety during work activities.
• Collaborate with management to meet legal health and safety obligations.
• Follow safety instructions, report hazards or safety deficiencies promptly.
• Use work equipment only as trained and avoid misuse of safety provisions.

Qualifications and Experience

• Possess between 2 and 4 years of successful experience in comparable roles within hotels or resorts.
• Demonstrated history of leading teams focused on increasing hotel reservations measurably.