We are seeking a motivated, detail-oriented individual to join our hotel Radisson Blu Chattogram Bay View (RBCBV) as a Reservations Agent. As part of our team, you answer phones and emails, assisting customers in booking suitable reservations at RBCBV. You accurately record customer information, including payment information, and advise customers on available upgrades or specials that may enhance their experience with us. You help customers in altering or cancelling reservations, as necessary. Our ideal candidate shall be excellent in phone and email manners, strong communication and customer service skills, and keen attention to detail.

Responsibilities:

• Greets customer and finds out what they would like to book and when.
• Answer phones and assist customers in making, altering, or canceling reservations.
• Respond to emails with reservation information, confirmations, and additional details.
• Advise customers regarding ongoing promotions or available upgrades that may enhance their experience.
• Answer questions regarding rooms, facilities, rates, and events
• Accurately record customer information and charge credit cards upon successful reservations
• Offers alternative room types, rates and packages to the customer.
• Records and processes deposit and billing information.
• Files all reservations to facilitate easy referral.
• Maintains the correspondence file by date of arrival.
• Communicates with the Accounts Department to ensure credit has been established by companies wishing to charge back costs to their company.
• Utilize suggestive selling techniques as appropriate.
• Adhere to rate control procedures based on availability and forecaster occupancy.
• Inform supervisor of potential sell out dates so rate restrictions can be adhered to.
• Record requests for special accommodation and suites.  Ensure all reservations are responded to within 24 hours.
• Pass on all possible sales leads to relevant departments.
• Provides feedback to Reservations Manager on ways to increase sales and suggestions for improvement and enhancement to departmental systems.
• Demonstrates a working knowledge of all services and facilities of the hotel and community to promote hotel and effectively assist hotel guests.
• Creates 100% guest satisfaction by providing genuine hospitality and exceeding guest expectations.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Attends work on time and as scheduled
• Follows hotel grooming, hygiene and dress standards
• Minimise safety hazards by following all safety rules and procedures.
• Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position§  Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate

Skills & Expertise