Reservations Agent

Minor Hotels is an international hotel owner, operator, and investor with a portfolio of more than 536 hotels in operation. Minor Hotels passionately explores new possibilities in hospitality with a diverse portfolio of properties designed intelligently to appeal to different kinds of travelers, serving new passions as well as personal needs. Through our Anantara, Avani, Oaks, Elewana, Tivoli, NH Hotel Group, Four Seasons, St. Regis, Marriott, and Minor International properties, across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe, and South America.

Avani Hotels & Resorts is a vibrant upscale brand offering relaxed comfort and contemporary style. Avani was launched in response to an increasingly influential group of discerning travelers who appreciate stylish design and excellent service, but also demand great value. Avani hotels are designed for the way we travel now. And we think it’s all about balance. Balance between coolness and kindness, between design and function, and between service and privacy.

Avani+ is an uplifted extension of the Avani brand with Avani+ Fares being one of few within the brand and is the first such branded resort in the Maldives The resort will have 200 keys and multiple F&B outlets as well as Spa, Recreation Diving and Water Sports Facilities Avani teams pride themselves as Open-minded, Upbeat and Genuine. 

Please note that this is not an exhaustive list of everything that needs to be done. Avani+ Fares employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.

• Adhere to all Standard Operating Procedures.

• Take personal responsibility for driving up selling, achieving set revenue targets by months.

• Be fully aware at all times of the Selling Strategy, rates, packages and booking status of the resort.

• Process and respond within 12 to 24 hours to all reservation requests and inquiries according to company standards.

• Handle daily trace/follow up reports according to Anantara Maldives Central Reservation Office requirements.

• To attend hotel events, daily shift briefings and training to improve professional skills.

• Maintain effective office administrative procedures within the Anantara Maldives Central Reservation Office that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.

• Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies. Quality check reservations made the previous day.

• To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & prom otion, spa and health club, and other services and facilities.

• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.

• Monitor VIP’s reservation by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.

• Warrant correct operation of Reservation Office, according to instructions given by Reservation Supervisor and Reservation Assistant Manager.

• Ensure Reservations procedures for Opera Reservation System & Property Management System are being followed correctly. In depth knowledge of ORS & PMS are required.

• Maintain a motivational working environment within the department, and with other colleagues in the hotel

• Understand how the Sales office, Group Sales Department and Front Office relate to the Reservation Office.

• Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In depth understanding of local seasonality and booking patterns.

• Taking, amending and cancel reservation details as applicable. Confirming the method of payment. Replying to every request for information within the timeline specified by the Minor Hotels Resorts and Spas.

• Provide assistance and friendly gesture to local representatives of tour operators and travel agencies.

• Take necessary steps to assist hotels with any issues or concerns on all aspects of the reservation process and provide feedback in a timely manner.

• Liaise with IT in report and faults on telephone lines or computer network and inform your supervisor on the sa

Qualifications

A strong focus on customer service

• 2 to 3 years experience in a similar role in a five-star luxury Hotel / Resort
• Excellent communication skills; fluency in English is required
• Be able to work shifts, weekends, and public holidays
• Computer skills in MS Office; experience with current Property Management Systems (PMS) is preferred
• Must currently hold the role applying for.
• Should have qualifications matching to position applying for.
• A positive and energetic attitude.
• Be able to work under pressure & flexible to work within a dynamic team environment.
• Excellent team player.
• Trackable references to support the role applied for.

We are Upbeat - We are Open-Minded - We are Genuine