POSITION DESCRIPTION

TITLE: Agent, Reservations
Division: Resort Sales
Department: Resort Sales
Reports to: Supervisor, Reservations, Assistant Manager
Location: COD Mediterranean, Limassol

POSITION SUMMARY:
The Agent, Reservations is tasked with ensuring guest expectations are met, adhering to established Company’s standards, policies and procedures. They answer multi-line calls, assist with the inquiries, and/or direct the calls to the appropriate destinations promptly while providing professional and swift service to guests and facilities at the property in an informed and timely manner.

PRIMARY RESPONSIBILITIES:

• Ensures the provision of professional and timely customer service to our guests and customers, ensuring familiarity within all areas of the property
• Answers high volume of calls/emails and responds professionally in terms of all general inquiries or booking activities and maintains a response rate and service levels in accordance with established standards
• Captures detailed information on received calls and processes such requests or forwards the messages to the relevant department accurately
• Understands and responds effectively and clearly to address requests over the phone or in written correspondences
• Resolves internal and external guest complaints to guest satisfaction and escalates all challenges to department supervisors and managers in a timely and efficient manner to minimize further customer dissatisfaction and for tracking purposes
• Records accurately and processes requests and messages for our guests and customers and associated departments, utilizing the systems and technology
• Interprets correctly the inventory or rate availability and keeps Management updated on the latest status
• Contributes to the maximization of revenue within City of Dreams Mediterranean by upselling Rooms where appropriate
• Provides feedback to supervisors of any specific demand period for reservations to maximize revenue
• Adheres to all company policies and procedures and strives to achieve the service quality overall KPIs, targets, and goals
• Reports accidents, injuries, and unsafe work conditions to supervisors
• Ensures and maintains confidentiality of all guest’s information and pertinent Hotel data
• Maintains the highest standard of professionalism and ethics
• Performs other reasonable job duties and responsibilities as assigned by supervisors and managers from time to time

QUALIFICATIONS:

Experience

• Minimum 3 years of experience in hotel reservations preferably in gaming or luxury Hotel
• Proven experience in customer service, quality assurance or performance management practices would also be beneficial

Education

• Degree Holder in hospitality field or equivalent professional training

Skills/Competencies

• Ability to work efficiently in high demand, team oriented and fast paced environment
• Possess an advanced knowledge of related computer based hospitality applications
• Adopts and implements new approaches and practices to meet changing circumstances
• Excellent interpersonal and communication skills in English essential, other key foreign languages will be an added advantage
• Achieves agreed objectives and accepts accountability for results
• Customer focused with excellent telephone manners
• Ability to disseminate product knowledge accurately and in a timely manner
• Ability to be flexible with skills in a 24 hour, 7 day a week rotating roster

Interested candidates may send their CV via e-mail to Careers@melco-resorts.com.cy