What you’ll do
We are looking for a Reservations Agent to join the team at SLS Barcelona. Reporting to the Reservations Manager, you will be responsible for assisting guests with their reservations, providing tailored recommendations to meet their needs, and delivering exceptional support throughout the booking journey.
- Handle all guest room reservation requests, modifications, and cancellations in accordance with established policies and procedures.
- Assist guests with reservation enquiries, providing personalized recommendations and ensuring an exceptional booking experience.
- Handle all incoming calls in accordance with LQA standards, ensuring a professional, personalized, and efficient guest experience.
- Ensure reservation accuracy across all booking details, including market segments, channels, routing instructions, traces, and guest profiles.
- Review and verify all daily reservations, ensuring guest preferences, special requests, and reservation details are accurately communicated to the Front Office team to support smooth operations and avoid discrepancies.
- Identify discrepancies or errors in rate mapping, room mapping, offers, and distribution channels, promptly escalating them to the Revenue Manager to ensure timely resolution.
- Monitor and follow up on potentially fraudulent reservations that may impact revenue performance.
- Manage no-shows and non-guaranteed reservations to maximize inventory utilization.
- Ensure all distribution channels effectively support the hotel's commercial strategy while maintaining rate parity.
- Maintain effective communication with key departments, including Sales, Front Office, Concierge, Finance, and any other relevant stakeholders.
- Drive upselling opportunities in line with established guidelines to enhance guest satisfaction and maximize revenue.
- Proactively identify and communicate any reservation- or system-related issues to ensure operational efficiency and an exceptional guest experience.
- Support the onboarding and training of team members as required.