Reservations Agent
Every memorable journey begins with a first conversation — and at Victoria, our Reservations Agents are the architects of these first impressions.
In this role, you won't just make a booking; you will create a unique and special connection, one that invites our guests into a world of unforgettable moments.
With warmth, authenticity, and a deep understanding of their needs, you will craft tailor-made experiences that transform a simple stay into a cherished memory.
Summary of Responsibilities:
Reporting to the Director of Revenue, essential duties and responsibilities include, but are not limited to :
- Consistently offer professional, friendly, and engaging service.
- Handle all types of reservations – from individual travelers to travel agencies, as well as group rooming lists and tours.
- Ensure that all reservation requests are processed promptly and according to established standards.
- Complete daily tasks such as Alerts, Traces, Pickups, Online Reservation System (ORS) bookings, Opera Exchange Interface (OXI interface), and no-show management.
- Update rates and availability across online booking channels.
- Monitor availability and updates across all booking channels (room types).
- Communicate consistently about current and upcoming promotions.
- Regularly inform the Front Desk about specific reservations (e.g., long stays, VIP guests, etc.).
- Provide continuous feedback to the Sales department regarding new clients and reservation developments.
- Participate in monthly departmental meetings.
- Learn and apply LQA technical and emotional standards.
- Attend all required training sessions.
- Commit to high-quality service, discretion, and complete honesty.
- Maintain excellent communication and teamwork with colleagues.
- Maintain a professional attitude, a warm smile, and composure at all times.
- Uphold impeccable grooming, cleanliness, and hygiene standards.
- Adhere to company standards and departmental procedures.
- Follow ergonomic, health, and safety regulations.
- Respect all brand policies.