Guest Experience Agent/ Réservation
Four Seasons Hotels and Resorts
Marrakech
il y a 21h

Reservations Agents sell the resort and provide information to prospective guests, capture sales from the incoming calls and coordinate details of each reservation.

Responsibilities

  • Handle incoming reservations, processes amendments and cancellations and enters these in the computer;
  • Maintain complete knowledge of : All facilities / services, hours of operation, All guest room layouts, bed types, decor, appointments and locations, Room availability for any given day, Restricted dates, rates and room types, All room rates, packages and promotions;
  • Maintain complete knowledge and comply with all departmental policies and procedures;
  • Book and enter room reservation requests using the Property Management System with accurate information to ensure we exceed guests’ expectations;
  • Update and check reservations ensuring a flawless check-in and check-out process;
  • Run daily reports for department, operational departments, Sales & Marketing, General Manager and Assistant Manager;
  • Answer phone inquiries in an efficient and friendly manner, using guest names and route calls to proper extensions;
  • Accept and deliver wake-up calls, messages and facsimiles in a timely manner;
  • Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible;
  • Assist customers in all inquiries in connection with high-speed Internet service, telephone and facsimile services, hotel services, hours of operations, key hotel personnel, in-house events, directions and the like;
  • Provide the highest standards of service without sacrificing quality;
  • Always maintain a professional image both in appearance / attire and conduct when dealing with the client and hotel employees;
  • Organized with his colleagues in order to give continuity and feedback of the executed works, respecting the time;
  • To communicate clearly and effectively within the team;
  • To ensure that personal appearance and hygiene standards are an example for the team and demonstrate a professional image for our guests.
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