Reservations Agent / Специалист по бронированию

The Reservations Agent is responsible for actively converting bedroom enquiries into confirmed business, whilst providing an exceptional call experience to all callers. The Agent’s demeanour should reflect the quality of the hotel to our potential guests and callers. A positive, professional attitude, knowledge of the hotel and a strong attention to detail are traits which our agents are required to have.

Responsibilities:

• Works closely with the Revenue Manager to develop a greater understanding and knowledge of the reservations process and importance of superior guest service.
• Takes a proactive approach to daily reservation department activity, anticipating potential opportunities to improve the overall efficiency of the department.
• Complies with the departmental standards, objectives and goals (conversion ratio, mystery shop calls etc).
• Provides an exceptional call experience to all callers by being informed, efficient and intuitive during the call process.
• Maintains and modify (where necessary) guest profile information to assist the entire hotel in providing exceptional guest recognition.
• Inputs and updates reservations from all booking channels, ensuring that all relevant information is included on the booking and that any special request or requirements are communicated to relevant departments.
• Possess a sales oriented attitude, maximizing sales, occupancy and room rates as well as up-selling all aspects of the hotel.
• Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation.

Skills & Knowledge:

• Previous experience in a similar capacity
• Good knowledge of Opera PMS, Fidelio is a plus
• Fluent in written & spoken English
• Excellent attention to details
• Strong communication skills
• Focused on providing consistently high standards of customer service

Conditions:

• Competitive Salary
• Medical insurance for you and for your child (after the probation period)
• Free meals on duty
• Opportunity to study and improve your skills
• A chance to be part of our high performing team and a market leader in Russia
• Friendly environment
• Work in the very center of the city (7 min from metro Mayakovskaya)