AYANA Midplaza, Jakarta, is seeking a motivated and detail-oriented Reservation Agent to join our front office team. In this role, you will be responsible for managing guest reservations and ensuring an exceptional experience from the first point of contact.
Key Responsibilities:
- Capability to input and access data in the reservation system (PMS) accurately
- Able to provide clear and pleasant telephone communication in English with proper grammar
- Able to ascertain caller's needs and comply with such to ensure the caller's satisfaction
- Ability to prioritize and organize work assignments
- Ability to remain in a stationary position for extended periods of time with limited movement
- Ability to process a booking within 3 minutes
- Ability to focus attention on details
- Ability to suggestively sell available services
- Ability to remain calm and courteous with demanding/difficult guests and /or situations
- Ability to process written requests for reservations
- Ability to work cohesively with other departments and co-workers as part of a team
- Ability to promote positive relations with all telephone callers
- Ability to ensure the security and confidentiality of guest and hotel information
- Process confirmation letters for reservations, in some instances
Requirements
- At least 2 years of experience in a similar role within the hospitality industry
- Excellent communication skills in English, both written and spoken; proficiency in additional languages is a plus
- Strong understanding of the hotel booking process and knowledge of reservation systems (PMS)
- A customer-oriented approach with a commitment to delivering high-quality service
- Ability to work effectively in a fast-paced environment while managing multiple tasks
- Strong organizational skills with attention to detail
- Able to operate opera
